Senior Manager, IT Operations

Scout Motors•Charlotte, NC

6h•Onsite

About The Position

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again. But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work. The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range. At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now! Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following: The IT Operations Manager is responsible for the day-to-day stability, performance, and supportability of enterprise IT services across corporate and digital environments. This includes ensuring high availability and reliability of infrastructure, cloud platforms, enterprise applications, end-user technology, and IT service operations that support a rapidly growing, direct-to-consumer automotive organization. This leader will build, mature, and operationalize ITIL-aligned operational practices—not as a strategy-only function, but through hands-on design of operating models, establishing processes, implementing tooling, and driving measurable adoption. A key part of the role includes managing third-party Application Management Support (AMS) and operational vendor partners, ensuring consistent, secure, and outcome-driven service delivery. The role reports to the Chief Information Officer, works closely with Cross functional IT Teams, Enterprise Platform, Data & AI, Information Security teams, and serves as the primary owner of IT operational execution, service reliability, and partner-delivered support.

Requirements

We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals.
10+ years of progressive IT leadership experience across enterprise operations, service delivery, and ITSM governance.
Demonstrated success building and scaling ITIL-aligned practices across Incident, Problem, Change, Release, and Service Transition.
Executive presence with strong communication skills and comfort leading in high-growth, fast-paced, and ambiguous environments.
Fluency in cloud and infrastructure operations (Azure/AWS), identity, networking, endpoints, monitoring/observability, and automation.
Experience owning SLAs/OLAs/XLAs, customer experience metrics, and service-level governance.
Demonstrated ability to run audit-ready operations (e.g., ISO 27001, internal controls).
Experience managing CMDB/asset programs with measurable improvements in data accuracy and adoption.
Strong program leadership—roadmaps, KPIs, executive reporting, and cross-functional delivery.
Vendor management expertise including performance governance, SLAs/KPIs, and commercial accountability.
Bachelor’s Degree strongly preferred.
Minimum High School Diploma, GED or equivalent required for all roles at Scout Motors, Inc.

Responsibilities

Manage daily IT operations supporting ~6,000 employees across corporate, hybrid, and remote environments.
Ensure high availability, performance, and reliability across infrastructure, cloud platforms, enterprise applications, networks, identity, and end-user systems.
Lead Incident & Major Incident Management (Sev1/Sev2), including command, communications, restoration, post-incident reviews, and improvement in MTTD/MTTR.
Own Problem Management, including RCA quality, corrective actions, trend reduction, and elimination of recurring issues.
Own Change Enablement & Release Governance (CAB/ECAB, release calendar) to protect production stability while supporting delivery speed.
Own Service Transition / Operational Readiness, including go-live gates, runbooks, monitoring readiness, ownership models, and escalation paths.
Oversee end-user computing services, including device lifecycle, access, productivity tools, collaboration platforms, and service support.
Deliver a consistent, high-quality user experience across offices, remote work, and hybrid setups.
Drive continuous improvement in support models, tooling, and responsiveness.
Manage on-premises and cloud infrastructure operations (Azure/AWS), including compute, storage, networking, identity, endpoints, observability, and automation.
Ensure infrastructure resiliency, scalability, cost efficiency, and operational readiness to support enterprise platforms and customer-facing systems.
Oversee enterprise application operations across ERP, HR, Finance, collaboration, and customer-facing systems.
Manage third-party AMS partners responsible for monitoring, incident resolution, enhancements, and minor releases.
Own operational vendor performance including SLAs, KPIs, service reviews, accountability, and continuous improvement.
Ensure application support aligns with ITSM processes, security and compliance requirements, and architectural standards.
Build and mature ITIL-aligned programs across all ITSM disciplines.
Drive operational automation, noise reduction, proactive monitoring, and reduction of systemic issues.
Identify operational risks, reduce technical debt, and strengthen operating rhythms and governance.
Own outcomes for monitoring, event management, dashboards, alert quality, and on-call effectiveness.
Own asset and configuration management (CMDB health, software objects) ensuring data quality for impact analysis, incident response, and audit readiness.
Partner with Information Security to ensure consistent execution of operational security controls.
Support cybersecurity incident response, disaster recovery, business continuity planning, and testing.
Ensure compliance with access controls, patching standards, data protection requirements, and audit evidence readiness.
Lead, hire, develop, and coach a high-performing operations team, establishing clear accountability and a sustainable on-call model.
Build a culture of service excellence, reliability, and continuous improvement within internal teams and across vendor partners.

Benefits

Competitive insurance including:
Medical, dental, vision and income protection plans
401(k) program with:
An employer match and immediate vesting
Generous Paid Time Off including:
20 days planned PTO, as accrued
40 hours of unplanned PTO and 14 company or floating holidays, annually
Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
Corporate Vehicle Program with:
Eligibility for 1 assigned vehicle
A mobility stipend