IT Operations Manager

Cloudflare•Austin, TX

4h•Onsite

About The Position

Cloudflare is seeking a Regional IT Operations Manager to lead and scale the IT Operations function for North America. This role is accountable for the regional delivery of IT support and services, including Onsite IT support, AV Event Support, Hire to Retire, IT Service Desk (level 2 and escalations as needed), and Vendor Management. As a manager, this role oversees the regional IT Operations team (including individuals in Austin, San Francisco and NY), sets priorities for the region, and ensures alignment with the Global IT Operations strategy. The position reports to the Sr. IT Operations Manager and partners closely with other regional operations managers to deliver seamless, standardized IT services worldwide. This role is based in Austin, TX, requires being onsite, and includes on-call responsibilities. The manager will lead a regional team of IT Operations professionals and people leaders who provide enterprise-level support for employees across multiple office sites. The mission is to deliver exceptional IT experiences that balance operational excellence with innovation, enabling employees to work securely and productively wherever they are.

Requirements

Bachelor’s degree in Computer Science, Engineering, MIS, or equivalent work experience.
8+ years in IT Operations or IT Service Management, with at least 4+ years in people management, including experience managing managers or multi-site teams.
Proven track record of leading IT Operations in a regional capacity within a global company.
Strong leadership, communication, and stakeholder management skills, with ability to influence at Director/VP level.
Hands-on knowledge of enterprise IT environments (Windows, Mac, Linux, endpoint management, identity/access, AV support).
Experience managing budgets, vendors, and service contracts.
Skilled in ITIL practices and reporting on operational KPIs/OKRs.

Nice To Haves

ITIL v4 Managing Professional or Intermediate certifications.
Experience with Jira Service Management, Atlassian Assets, JAMF, InTune, or Okta.
Lean or Six Sigma certification.
Background in technology, SaaS, or other high-growth industries.
Experience leading IT operations across multiple countries or diverse office environments.

Responsibilities

Manage IT Operations Leads/Managers and their teams across North America.
Develop workforce plans, staffing, and talent development strategies that support growth and scalability.
Provide coaching, mentoring, and career development to the IT team within your region.
Foster a culture of accountability, collaboration, and continuous improvement.
Ensure high-quality delivery of IT operations and support services for all regional offices.
Oversee ITIL-aligned processes (Incident, Change, Knowledge, and Asset Management) at the regional level.
Establish clear KPIs/SLAs and ensure performance is tracked and reported against goals.
Escalate and resolve complex technical and service challenges with cross-regional collaboration.
Drive the standardization of IT operations practices in alignment with global policies, while accounting for regional business needs.
Implement workflows, automations, and tools that improve efficiency, scalability, and service quality.
Champion process improvement methodologies (Lean, Kaizen, ITIL CSI) within the regional IT Operations team.
Partner with HR, Facilities, and Security to provide seamless onboarding, offboarding, and workplace IT experiences.
Serve as the primary regional escalation point for senior business stakeholders.
Collaborate with global IT Operations leadership to influence strategy, budgets, vendor contracts, and long-term planning.
Own regional metrics and operational dashboards to provide visibility into IT performance and user experience.
Present regional IT health, risk areas, and improvement initiatives to IT and business leadership.
Use data-driven insights to propose resource allocation, budget, and technology investments.

Benefits

Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave