Manager, IT Operational Readiness
About The Position
Leads the operational governance framework across the Information Technology organization, providing direction for IT Operational Readiness, Change Management, process governance, documentation standards, SOP governance, knowledge management, and implementation readiness. The role ensures standardized, sustainable, and resilient operations that reduce risk, strengthen business continuity, preserve institutional knowledge, and drive operational excellence across Information Technology, Operational Technology, and Cybersecurity. The Manager establishes governance practices, process documentation standards, and readiness requirements; implements SOP and Knowledge Management programs; and addresses operational risks, documentation gaps, and single points of failure through cross-functional collaboration. The position manages departmental budgets, operational plans, strategies, resources, performance objectives, and KPIs; guides and develops team members; and oversees enterprise IT Change Management and Change Advisory Board activities. It also leads consistent application of policies and regulatory standards and validates restoration and emergency preparedness planning and execution.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, Industrial Engineering, Business Administration, or a related field.
- At least 5 years of experience in a similar functional role, including at least 3 years directly overseeing employees and leading teams, budgets, and projects in a Supervisor role.
- At least 5 years of experience in Information Technology, including IT Operations, Infrastructure, Service Management, Operational Readiness, Change Management, Process Governance, or related disciplines.
- Experience managing day-to-day operations and teams, defining work plans, and achieving departmental objectives.
- Valid Puerto Rico driver’s license.
- Competency in operational governance, operational readiness, change management, knowledge management, and business continuity.
Nice To Haves
- Master’s degree.
- Experience developing enterprise operational governance frameworks, process documentation standards, knowledge management programs, and operational readiness practices.
- Experience supporting Information Technology.
- ITIL® 4 Foundation or Managing certification.
- Project Management Professional (PMP) certification.
- Lean Six Sigma Green Belt or Black Belt certification.
- Certified Business Process Professional (CBPP) certification.
Responsibilities
- Establish governance practices, process documentation standards, and readiness requirements to ensure operational processes are documented, approved, standardized, and ready for implementation.
- Implement Standard Operating Procedure (SOP) and Knowledge Management programs to preserve institutional knowledge and promote consistent operational practices.
- Evaluate and mitigate operational process risks, documentation gaps, and single points of failure through cross-functional governance and collaboration.
- Manage departmental budgets, operational plans, strategies, resources, and performance objectives.
- Monitor and analyze departmental KPIs and performance metrics to assess operational readiness, governance effectiveness, organizational performance, and continuous improvement opportunities.
- Guide and develop team members to achieve departmental objectives, strengthen organizational capability, enhance collaboration, and support employee growth, engagement, and productivity.
- Manage the enterprise IT Change Management process and oversee Change Advisory Board (CAB) activities to support effective change evaluation, approval, and implementation.
- Lead and model consistent application of policies and regulatory standards across teams to support ethical operations and mitigate compliance risks.
- Lead and validate the planning and execution of restoration and emergency preparedness activities.
- Assume and oversee expanded duties aligned with organizational priorities and professional scope.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
