IT Operations Manager

HomeServe USA • Norwalk, CT

1d • $101,151 - $134,868

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

• ITSM Leadership & Operational Governance: 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 3rdparty Managed Service providers in our ITSM/ITIL processes, ensuring compliance and effective utilization of 3rd party resources.
• KPI, Metrics & SLA Management: Define KPIs, SLOs, and SLAs; build dashboards; analyze trends; and hold teams accountable through data.
• Monitoring, Observability & Tooling Leadership: Lead monitoring strategy (Datadog preferred); define alerting standards; partner with engineering for instrumentation
• Operational Process : Coordinate across Cloud, Datacenter, EUC, Applications and Security teams to ensure consistent workflow execution.
• Change Leadership & Organizational Transformation: Act as a change agent driving adoption of new processes and technologies, managing resistance, and ensuring organizational readiness.
• Cross-Functional Influence Without Direct Authority: Build trusted partnerships and drive alignment using data and communication.
• Continuous Improvement & Service Maturity: Identify automation opportunities, maintain documentation, and drive operational maturity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees