Associate Manager, Infrastructure & Operations, Regional Operations Management

SC Johnson•Racine, WI

1d•Onsite

About The Position

The Associate Manager, Infrastructure & Operations – Regional Operations Management (ROM) role is a critical component of IT’s Global Service Delivery and Operations organization. In this role you will partner closely with other Regional Operations Managers, IT Service Delivery teams, and strategic partners to deliver reliable, end‑to‑end IT services across the region. In this role you will serve as a key interface between business leaders and IT, with a strong focus on customer experience, operational excellence, and service reliability. Engagement across the IT Service Management lifecycle ensures technology services are delivered efficiently and effectively to keep the business running.

Requirements

Bachelor’s degree in Computer Science, MIS, Business, or related field; military experience may be considered in lieu of degree.
5+ years of experience in information technology and/or business/industry roles, including customer‑facing experience.
3+ years of global project management experience.
Qualified candidates must be legally authorized to work in the United States without the need for current or future sponsorship for full-time employment.

Nice To Haves

Strong ITIL mindset; ITIL v4 certification preferred.
Demonstrated leadership capabilities, including leading self, others, and the business.
Strong communication, interpersonal, and organizational skills with proven customer and vendor relationship management experience.
Experience working with managed service vendors.
Experience operating within geographically diverse, global teams.
Proven ability to collaborate across organizations to optimize outcomes.

Responsibilities

Act as the primary regional contact for business leaders regarding IT operations and end‑to‑end service delivery, including regular engagement in leadership meetings.
Coordinate with Service Delivery teams to ensure incidents are resolved in a timely and effective manner, maximizing customer satisfaction.
Facilitate effective communication, education, and escalation between business partners and BPT.
Orchestrate delivery of regional infrastructure services and projects in partnership with Service Delivery teams, Strategic Partners, PMO, and Organizational Change Management.
Proactively communicate upcoming projects, events, risks, and operational issues impacting regional sites.
Drive operational excellence, IT best practices, process compliance, and continuous improvement across BPT.
Foster a culture focused on service excellence, customer experience, and cost‑effective service delivery.
Collaborate with local technical support and business contacts to coordinate data center, network, server, and power outage activities.
Partner with other BPT groups, including Business Relationship Managers, to ensure customer requirements are met.
Serve as a key member of the Change Review Board (CAB) and Emergency CAB (ECAB) to review, coordinate, and approve business‑impacting changes.