IT Operations Manager
About The Position
The Operations Manager is a strategic, process-driven leader responsible for ensuring consistent, predictable, and measurable operational performance across Cloud, Datacenter, End-User Computing, Applications Development/Support, and Security functions. This includes fully integrating our 3rd party Managed Service Providers and contractors. This role does not include direct reports; instead, it relies on influence, cross-functional leadership, strong process ownership, and data-driven governance to ensure IT operational excellence. The Operations Manager serves as the ITSM process owner, a KPI and metrics architect, and a change agent with the mandate to drive adoption, accountability, and maturity across the organization.
Requirements
- Bachelor's degree or equivalent experience
- Minimum of 5 years of experience in ITSM, ITIL and operations governance.
- Strong KPI/SLA design and performance management experience.
- Strong Vendor management, with experience integrating 3rd party MSP’s and contractors.
- Strong Problem Management and troubleshooting process knowledge, root cause identification and corrective action implementation and closure.
- Familiarity with observability platforms such as Datadog.
- Understanding of Cloud, Datacenter, End User Computing (EUC), and Security operations.
- Demonstrated ability to influence without authority.
- Proven change leadership and process adoption experience.
- Strong communication, analysis, and stakeholder management skills.
- Experience with Agile methodologies and Jira
Nice To Haves
- ITIL certification (v4 preferred).
- Experience in large-scale operational environments.
- Knowledge of platform engineering, DevOps, and observability frameworks.
Responsibilities
- Own and improve ITSM processes leveraging ITIL best practices, lead root-cause analysis, maintain governance, manage escalations, and coordinate service reviews.
- Ensure full integration of 3rd party Managed Service providers in our ITSM/ITIL processes, ensuring compliance and effective utilization of 3rd party resources.
- Define KPIs, SLOs, and SLAs; build dashboards; analyze trends; and hold teams accountable through data.
- Lead monitoring strategy (Datadog preferred); define alerting standards; partner with engineering for instrumentation.
- Coordinate across Cloud, Datacenter, EUC, Applications and Security teams to ensure consistent workflow execution.
- Act as a change agent driving adoption of new processes and technologies, managing resistance, and ensuring organizational readiness.
- Build trusted partnerships and drive alignment using data and communication.
- Identify automation opportunities, maintain documentation, and drive operational maturity.
Benefits
- Annual Bonus Potential: 10%
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
