Manager, IT Service Operations

EchoStar•Littleton, CO

About The Position

This role solves complex operational bottlenecks across Change, Problem, DevOps, and IT Service Management functions to drive organizational excellence. The position addresses gaps in automated service delivery, system security, and continuous deployment workflows by implementing modern DevOps and ITSM frameworks. Additionally, it resolves alignment and compliance challenges by establishing robust SLA/OLA frameworks and introducing an AI-first strategy to optimize routine IT service delivery.

Requirements

Strategic leadership expertise to mentor IT professionals, manage cross-functional teams, and hire top-tier technical talent
Advanced AI application skills to automate self-service capabilities and elevate continuous service delivery standards
In-depth mastery of enterprise Change Control and Problem Management process design
Expertise in software configuration management, continuous integration, automated deployment, and system security practices
High-impact communication and stakeholder management abilities to present key metrics and present insights to executive leadership
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
4 years of progressively related experience in IT Service Management, DevOps, or Software Configuration Management
Experience with Code repository management and continuous integration tools (e.g., Jenkins, SVN, Git, Team Foundation Server, Artifactory, ServiceNow)
Experience with Enterprise Change Control and Problem Management process design
Experience with IT Service Management metrics tracking and reporting tools

Responsibilities

Lead a multidisciplinary team responsible for Change, Problem, DevOps, and ITSM metrics to align daily operations with strategic business goals
Develop and execute an AI-first strategy and roadmap to optimize routine IT service requests and improve overall ITSM operational efficiency
Establish self-auditing capabilities and run Change Advisory Board reviews to ensure compliance and reliable continuous integration/deployment processes
Oversee process performance to guarantee that published Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) are consistently met
Deliver strategic and tactical recommendations to executive leadership through comprehensive trend analysis and performance metrics reporting