Senior Manager, IT Service Operations
About The Position
The Senior Manager, IT Service Operations serves as a key leadership role responsible for aligning and coordinating service delivery across all IT towers, including Network, Data Center, End User Computing (EUC), and Security. Reporting directly to the Delivery Executive, this role acts as the central point of operational integration to ensure all teams are aligned in processes, priorities, and workstreams. This role will provide cross-tower leadership and alignment across Network, Data Center, EUC, and Security teams. The position will ensure all tower leads are aligned on processes, priorities, and workstreams, and will serve as a key operational integrator. This position provides oversight of tower leads, drives consistency in service execution, and ensures that all operational activities support contractual obligations, service level agreements (SLAs), and City objectives.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 5–12 years of experience in IT operations, infrastructure, or service delivery environments
- 5+ years of leadership experience managing technical teams or multiple service areas
- Proven experience working across multiple IT towers (Network, Data Center, EUC, Security)
- Strong understanding of ITIL processes and service management frameworks
- Ability to work onsite 4 days/week
- Experience in large enterprise or government environments preferred
- Demonstrated ability to lead cross-functional teams and drive alignment
- Strong communication, leadership, and organizational skills
- Experience with service management platforms (e.g., ServiceNow) preferred
Responsibilities
- Provide leadership and oversight across Network, Data Center, EUC, and Security teams
- Ensure all tower leads are aligned on priorities, processes, and service delivery expectations
- Act as the primary integrator across towers to eliminate silos and improve coordination
- Standardize workflows, communication, and operational practices across all teams
- Oversee day-to-day IT operations to ensure consistent and reliable service delivery
- Ensure adherence to SLAs, KPIs, and contractual requirements
- Identify and resolve cross-team dependencies, risks, and service gaps
- Lead operational reviews and drive accountability across tower leads
- Drive standardization of ITIL processes across all towers (Incident, Problem, Change, etc.)
- Ensure consistent execution of processes across teams
- Identify opportunities for efficiency, automation, and service improvement
- Lead continuous improvement initiatives across the IT environment
- Provide leadership and direction to tower leads across all service areas
- Hold teams accountable for performance, delivery, and customer satisfaction
- Support talent development, coaching, and performance management
- Ensure proper staffing alignment to meet operational demands
- Serve as a key liaison between IT towers, executive leadership, and City stakeholders
- Provide regular updates on service performance, risks, and improvements
- Participate in governance meetings and operational reviews
- Ensure clear and consistent communication across all levels
Benefits
- Competitive Salary range: $140,000 - $160,000/year
- Medical, Dental, Vision
- company-provided Life Insurance
- Short and long-term disability
- Matched Retirement Savings
- Wellness Program
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
