IT Operations Manager, GlobalServe

Connection•Merrimack, NH

About The Position

GlobalServe Inc. manages global IT procurement by simplifying your supply chain with innovative technologies, proven processes, and validated in-country solutions. GlobalService Inc. seeks a dynamic and visionary Director of Operations to lead our global operational endeavors. This pivotal role demands a blend of strategic thinking, technological savvy, and operational expertise, managing teams across time zones and continents. The Global IT Operations Manager for GlobalServe oversees the stability and performance of global technology operations supporting a multinational customer base. This role is responsible for supporting the company’s global infrastructure environment, ensuring high availability, security, and scalability across cloud, network, and on premises systems. The IT Operations Manager monitors system performance, resolves technical outages, and provides analytical support for IT infrastructure. They oversee the lifecycle, performance, and continuous improvement of customer facing applications, partner portals, and internal business platforms that support sales, operations, and customer experience. They liaison with external vendors to maintain technology solutions that support revenue growth, operational efficiency, and global scalability. The Global IT Operations Manager drives long term planning, process optimization, and modernization initiatives to strengthen GlobalServe's technology landscape and support future business expansion.

Requirements

Bachelor's degree or equivalent combination of education and work experience 7-8 years.
Certified in ITIL 4 Foundation
Strong understanding and technical proficiency in managing a Microsoft Windows server environment, including Active Directory policies.
Skilled working on setup and configuration of VMs using VMware tools.
Experience in supporting network infrastructure, including VPN access, Load Balancer, DNS, and WAF security environment.
Knowledge of Microsoft Windows 11 workstations, assisting in management of end user devices.
Experience in Microsoft SQL database management with the ability to create SQL queries.
Strong understanding and working knowledge implementing firewall policies for securing server environment.
Working knowledge of B2B system integration with customer ERP platforms, including SAP Ariba and Coupa.
Keen understanding of B2B eCommerce website functionality and UI/UX design.

Responsibilities

Monitor and maintain the stability, performance, availability, and security of IT systems, including networks (LAN/WAN), servers, and cloud infrastructure, supporting 24/7 business operations across multiple regions.
Lead proactive initiatives to reduce outages, increase efficiency, and strengthen operational maturity.
Identify bottlenecks or inefficiencies in IT processes, recommending and implementing improvements to enhance system performance.
Act as an escalation point for technical issues, performing root cause analysis, and resolving outages to minimize downtime.
Develop and implement global infrastructure standards, policies, and disaster recovery plans to support business continuity.
Develop and maintain dashboards, reports, and metrics (KPIs) to monitor operational health and provide insights to management.
Develop and update Standard Operating Procedures (SOPs), troubleshooting guides, and documentation to ensure compliance with security protocols and industry standards.
Work with cross-functional teams, third-party vendors, and stakeholders to coordinate upgrades, patches, and new technology implementations.
Lead customer and partner B2B integrations—including cXML, APIs, file based, and portal-based connections—from design through deployment.
Manage integration platforms (OneSource, Ariba, Coupa, ServiceNow, API gateways, etc.) ensuring seamless data exchange with global customers, suppliers, and channel partners.
Work directly with customers to gather integration requirements, define technical specs, resolve issues, and deliver high quality onboarding experiences.
Establish governance and security standards for B2B integrations to ensure compliance with data protection and corporate policies.
Oversee the lifecycle and performance of customer facing applications, partner portals, internal business tools, and middleware systems.
Lead enhancements, roadmaps, and system upgrades to improve functionality, user experience, and alignment with business goals.
Manage vendor relationships, license renewals, service contracts, and issue escalations for software and service providers.
Partner with cross functional teams (Sales, Customer Experience, Finance, Operations) to prioritize feature requests and deliver technology solutions that enable revenue growth.
Develop long term technology roadmaps supporting business scalability, customer expansion, and modernization initiatives.
Identify opportunities for automation, system consolidation, and cost optimization across infrastructure and application portfolios.
Lead root cause analysis and continuous improvement efforts to reduce defects, improve resiliency, and enhance operational efficiency.
Serve as a subject matter expert advising leadership on emerging technologies, integration trends, and global infrastructure strategy.

Benefits

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits.
We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.
Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.
We value the importance of our employees’ emotional wellbeing.
To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
You’ll also enjoy a generous paid time off package that includes not only vacation and care time, but also Wellness and Volunteer Time Off days.

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