Senior Manager, Global IT Operations

OneTrust•Atlanta, GA

1d•$139,050 - $208,575•Hybrid

About The Position

OneTrust is seeking an experienced Senior Manager, Global IT Operations to lead and scale its worldwide IT Operations organization and help define the next generation of employee technology services. Reporting to the Sr. Director, IT, this role is the primary global leader accountable for IT Operations performance, service delivery excellence, employee technology experience, and operational outcomes across the Americas, EMEA, and APAC. The leader will evolve IT Operations from a primarily reactive support model toward a data-driven, automation-first, increasingly agentic operating model. The role combines operational discipline with practical applications of AI, analytics, and workflow automation, including capabilities to retrieve knowledge, diagnose issues, orchestrate approved actions, and resolve common requests with appropriate human oversight. The successful candidate will modernize support organizations, challenge legacy processes, build secure and governed AI-enabled services, and translate emerging technology into measurable improvements for employees and the business. The position leads Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, Endpoint Management, and related workplace operations. OneTrust describes its culture as office-first and encourages three days a week in the office for most roles; specific requirements or flexibility may vary by role. For candidates based in California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington, the annual base salary range is $139,050–$208,575 USD. The role may also be eligible for discretionary bonuses, equity, and/or commissions. Individual pay depends on factors including location, job-related skills, experience, and education or training.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
10+ years of progressive IT Operations experience, including 5+ years in a people leadership role.
Demonstrated experience leading geographically distributed global support or IT Operations organizations.
Experience designing, scaling, or transforming an IT Operations or service delivery operating model.
Strong understanding of IT Service Management, including incident management, problem management, knowledge management, service improvement, and operational resilience.
Experience implementing automation, AI-enabled support, virtual agents, workflow orchestration, analytics, or similar technologies in an enterprise environment.
Demonstrated ability to manage operational KPIs, SLAs, executive reporting, service delivery metrics, and continuous improvement programs.
Experience with Service Desk, End User Computing, IT Support, or IT Operations teams using Jira Service Management.
Working knowledge of M365, Entra ID, Intune, Autopilot, endpoint management, and collaboration technologies, or comparable enterprise platforms.
Proven ability to lead organizational change, challenge legacy processes, and move new capabilities from concept or pilot into production.
Excellent communication, stakeholder management, executive presence, judgment, and people leadership skills.

Nice To Haves

Experience leading Global IT Operations within a SaaS, cybersecurity, or high-growth technology company.
Experience designing or deploying agentic workflows, Copilot solutions, or AI-powered support capabilities.
Experience with Glean, Microsoft Copilot, Power BI, Digital Employee Experience platforms, ServiceNow, Jira Service Management, or similar platforms.
Experience managing technology vendors, operating budgets, sourcing decisions, and license or tooling optimization.
ITIL, Microsoft, HDI, PMP, or related certifications.

Responsibilities

Lead and develop a globally distributed IT Operations organization supporting employees across the Americas, EMEA, and APAC, with accountability for Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, Endpoint Management, and related workplace operations.
Own global service accountability and establish regional operating responsibilities, decision rights, escalation paths, service standards, and performance expectations.
Design and implement a metrics-based operating model focused on service quality, operational efficiency, customer satisfaction, employee experience, resilience, and continuous improvement.
Own and continuously improve KPIs including SLA attainment, MTTR, First Contact Resolution, backlog health, escalation rates, CSAT, employee experience, endpoint compliance, service reliability, automation adoption, and ticket deflection.
Develop executive dashboards, reporting, and operational scorecards showing performance, trends, risks, investment needs, and opportunities for improvement.
Define and execute a multi-year roadmap for AI-enabled and agentic IT Operations, using capabilities such as Microsoft Copilot, Glean, automation platforms, analytics, virtual agents, and workflow orchestration.
Identify and prioritize high-volume, repeatable processes for autonomous or semi-autonomous execution, including onboarding, offboarding, access requests, software fulfillment, device remediation, incident triage, knowledge retrieval, and incident resolution.
Lead incident management, problem management, root-cause analysis, knowledge management, service continuity, and service improvement initiatives.
Use operational analytics and AI-driven insights to identify trends, recurring issues, capacity risks, experience gaps, and preventative-action opportunities.
Oversee lifecycle management of endpoint technologies, workplace systems, collaboration platforms, and identity services, ensuring secure, scalable, compliant, and efficient operations.
Partner with Security, Infrastructure, Engineering, Enterprise Applications, Identity, and business stakeholders to improve service delivery, strengthen operational controls, support compliance, and modernize workplace technology.
Lead, mentor, and develop a high-performing global team, fostering accountability, customer focus, innovation, experimentation, collaboration, and continuous improvement.