IT Operations Manager - Intelligent Mobility

WSP•Raleigh, NC

2d•Hybrid

About The Position

WSP is seeking an experienced IT Operations Manager to lead service delivery excellence across our Western Region Intelligent Mobility portfolio. This role is pivotal in bridging the gap between project delivery and operational excellence—ensuring our transportation technology solutions transition seamlessly from implementation to sustained, high-performance operations. Reporting to the VP of Information Technology for Mobility Operations, you will own day-to-day support operations across multiple high-visibility client engagements, managing end-user support, incident/event/problem management, change control, and vendor performance. You'll work at the intersection of technology and service delivery, collaborating closely with Architecture, Engineering, and Program Management teams to establish operational readiness for new deployments and drive continuous service improvement.

Requirements

5+ years of IT operations management experience in complex, multi-vendor technology environments
3+ years managing support operations for enterprise-scale systems with 24/7 availability requirements
Demonstrated experience managing incident, problem, and change management processes
Proven track record managing vendor relationships and SLA performance
Experience transitioning systems from project delivery into operational support
ITIL Service Operations: Deep understanding of ITIL v3/v4 framework with focus on Service Operation, Continual Service Improvement, and Service Transition lifecycle stages
ITSM Tools: Hands-on experience with enterprise ITSM platforms, specifically JIRA Service Management and/or ServiceNow, including configuration, workflow design, and reporting
Workflow Automation: Practical knowledge of automation and orchestration tools (e.g., Ansible, PowerShell, Python scripting, workflow engines)
Infrastructure & Cloud: Working knowledge of cloud platforms (Azure, GCP, AWS), networking fundamentals, and enterprise infrastructure components
Security & Compliance: Familiarity with InfoSec principles, GRC standards (ISO 27001, NIST CSF), and regulatory compliance requirements
Strong analytical and problem-solving abilities with data-driven decision-making approach
Excellent communication skills with ability to translate technical concepts for non-technical stakeholders
Proven ability to manage competing priorities across multiple client engagements simultaneously
Experience building and leading high-performing technical support teams
Customer service orientation with commitment to operational excellence
Ability to remain calm and effective during high-pressure incidents and service outages
Bachelor’s degree in information technology, Computer Science, Business Administration, or related field required

Nice To Haves

Background supporting public sector, transportation, or critical infrastructure environments strongly preferred
Exposure to transportation technology systems (tolling, transit fare collection, ITS, contact center platforms) is a plus
Relevant certifications preferred: ITIL Foundation or higher (ITIL 4 Managing Professional, ITIL Expert) ITSM tool certifications (ServiceNow CSA, Atlassian Certified Professional) Security certifications (Security+, CISSP, CISM) a plus Project management certifications (PMP, PRINCE2) beneficial

Responsibilities

Lead day-to-day IT operations across Western Region transportation technology deployments including tolling systems, contact centers (NICE CXone, Cisco WxCC, Genesys Cloud), transit fare collection, and traffic management platforms
Manage end-user support delivery for operations center staff, customer service representatives, and agency stakeholders across multiple client sites
Oversee incident, event, and problem management processes aligned with ITIL Service Operations framework
Lead change management processes ensuring controlled deployment of system updates, patches, and configuration changes with minimal service disruption
Establish and maintain operational runbooks, SOPs, and knowledge management systems
Coordinate 24/7/365 support rotations and escalation procedures for mission-critical systems
Monitor and manage vendor SLAs for technology partners including cloud service providers (Azure, GCP, AWS), telecommunications carriers, software vendors, and managed service providers
Track service level metrics, conduct performance reviews, and drive accountability for contracted deliverables
Manage vendor escalations and coordinate resolution of complex multi-vendor technical issues
Develop and maintain vendor management dashboards and executive reporting
Partner with Architecture and Engineering teams during project delivery phases to establish operational readiness requirements
Lead transition planning and execution from project implementation to steady-state operations
Conduct service readiness assessments, identifying gaps and developing mitigation strategies
Establish service level agreements, operational metrics, and performance baselines for new deployments
Develop and execute knowledge transfer plans ensuring operations teams are prepared to support new technologies
Analyze operational metrics, incident trends, and service performance data to identify improvement opportunities
Lead root cause analysis for major incidents and implement preventive measures
Drive automation initiatives to reduce manual operational tasks and improve service efficiency
Develop business cases for operational tooling, process improvements, and service enhancements
Facilitate regular service review meetings with clients and internal stakeholders
Ensure IT operations adhere to information security policies, GRC (Governance, Risk, Compliance) frameworks, and client security requirements
Coordinate vulnerability management, patch compliance, and security incident response procedures
Support client security audits, assessments, and compliance reporting requirements
Maintain operational security controls for systems processing sensitive transportation and payment data