System and Platform Operations Director

  • Full-time

Company Description

CitrusAd is powering retail media, with a personalized sponsored product and display ad technology platform for some of the world's biggest retailers across 25 countries. Our tech paired with a world class services division is driving retailer media sales and enhanced Ad Serving for retailers of any size. Now that’s refreshing!

In 2023, we saw an amazing year of growth for our organization, with the focus being on diversifying from our core platform/technology only offering and expanding into the retail media sector via services, as well as creating the largest US ecommerce grocery network. Each strategic move has meant more success and allowed us to continue to win against our competitors.

In September 2021 CitrusAd was acquired by the Publicis Groupe (FTSE 100 Company), the third largest communications Group in the world.  We are now proud to be part of their overall Global Media business, delivering excellence in eCommerce.

At CitrusAd, we are committed to fueling our team members’ passion for creativity, collaboration, and desire to learn and grow. After all, it’s our people that propel us forward. If you thrive in a creatively open environment with a teamwork atmosphere, this may be the job for you!

Job Description

The Director, System & Platform Operations is a technical leadership role that is responsible for the support, reliability and stability of CitrusAd production systems, environments and offerings. The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence. This position and their team has solid-line responsibility for operations including the deployment, management, monitoring, reporting, troubleshooting, and repair of production systems. Core to the success of the role is to provide a premium customer support experience focused on a “centre of excellence” that allows for a full-service delivery support cycle.

The Platform Operations team is responsible for supporting all retailers once they are live. Critically important is how this team collaborates and liaises with other teams such as Customer Support, Client Integration Engineering, Engineering and Customer Success teams. This role ensures production stability and facilitates rapid release of new products and features by balancing the needs of delivery teams and business stakeholders. They ensure flawless ongoing operational functionality to meet increasing customer demands. Collaborating closely with the Engineering team, they maintain system stability and support Customer Integration Engineering from an environment's perspective. Additionally, they lead the team responsible for ensuring 24/7 service availability, crucial for CitrusAd's success.


  • Operational Practices
    • Establish and manage operational practices and ensure we design, implement and operate a support model that is fit for purpose for our future.
  • Production Monitoring and Operational Reporting
    • Adopt a “Measure Everything” approach to ensure that internal service level objectives and customer service levels agreements are exceeded including executive level reporting on operational health metrics such as SLAs, incident resolution, performance, availability, reliability, capacity etc.
  • Customer Support & Incident Management
    • Own incident management processes and on call response.
  • Change Management
    • Uphold processes and procedures to manage change across production platforms
  • System Reliability
    • Work with the wider Engineering, Product, Delivery and Security teams to ensure that appropriate attention is given to production/system reliability.
  • IT Service Management
    • Execute Service Management processes including Change, Config, Service Level, Performance, Incident and Problem Management to deliver a high level of support and system availability
  • Leadership and Direction
    • Set and communicate the strategy for achieving the Group's mission, vision and values within the Technology and Operations space, together with the broad actions needed to implement it; inspire a large or diverse workforce to commit to these and to doing extraordinary things to achieve the organization's business goals.
  • Performance Management
    • Manage and report on business performance; hold direct reports accountable for achievement of business plans, and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer term delivery of stakeholder value.
  • Organisational Capability
    • Identify the capabilities needed to meet the current and emerging business needs of a significant function.
  • Organisational Planning
    • Define the detailed organization structure to align with corporate principles, define the relationship between elements of the organization, and define the responsibilities of senior leaders, to enable the organization to achieve its business objectives.
  • Technical Developments, Process Improvement and Simplification
    • Discuss and recommend more complex or innovative technical developments to improve the quality of software and supporting infrastructure to better meet users' needs.
  • Personal Capability Building
    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

Knowledge, Skills and Experience

  • 1-2+ years platform operations engineering, SRE, or DevOps experience and industry experience in a support role in a business-to-business, large/strategic customer segment
  • Experience with configuration, migration and deployment experience related to GCP, Azure or AWS IaaS/PaaS technologies
  • Deep understanding of microservice architecture and best practices advantageous experience gained within Ad technologies and API-based systems
  • Demonstrable expertise in managing large-scale, reliable distributed applications
  • Experience working with multi region geo-localized data and services, running high-availability database systems in a production environment
  • Experience operating complex multi-datacenter, multi-cluster environment and a strong understanding of multi-tenancy and security
  • Experience with enterprise-class SQL, NoSQL and big data databases
  • Knowledge in debugging issues in the following languages: JavaScript, SQL, HTML, XML

Additional Information

About Epsilon

Epsilon is a global advertising and marketing technology company positioned at the center of Publicis Groupe. Epsilon accelerates clients’ ability to harness the power of their first-party data to activate campaigns across channels and devices, with an unparalleled ability to prove outcomes. The company’s industry-leading technology connects advertisers with consumers to drive performance while respecting and protecting consumer privacy. Epsilon’s people-based identity graph allows brands, agencies and publishers to reach real people, not cookies or devices, across the open web. For more information, visit

When you’re one of us, you get to run with the best. For decades, we’ve been helping

Epsilon always puts people first. Everything we do is done as a team, with integrity and accountability. We focus on what works and what’s right, not what’s easy and accepted. You’re part of a company with industry-leading technology, with the opportunity to work on projects for some of the world’s biggest brands. Our people have the talent, tools and passion to do epic things together for our clients, for consumers and for our community.

Great People Deserve Great Benefits We know that we have some of the brightest and most talented employees in the world, and we believe in rewarding them accordingly. If you work here, expect competitive compensation, a great benefits package and endless opportunities to advance your career.

We offer hybrid working opportunities, with our office space located in the Iconic Television Centre, White City.

As part of our dedication to enhance our inclusive and diverse workforce, Epsilon is committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity, pregnancy and maternity, marriage and civil partnership or religion or belief. We are committed to providing reasonable adjustments for candidates in our application process.




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