Senior Manager, IT

Zapier • San Francisco, CA

1d • $191,500 - $287,300 • Remote

About The Position

This role is central to Zapier's current priorities: ensuring the productivity and security of approximately 800 employees, and developing the identity and access controls crucial for enterprise clients. The ideal candidate will lead IT as a product, embracing AI-first operations and zero-trust architecture as standard practices. Zapier, a fully remote company of around 800 people, requires IT to maintain productivity and security, deliver reliable services, manage smooth onboarding/offboarding, and ensure a great employee experience at scale. This is supported by a foundation of identity management (Okta), endpoint management (Jamf), and SaaS governance across over 200 applications. As Zapier expands into the enterprise market, IT plays a growing role in identity, access, and governance controls that enterprise buyers evaluate. This necessitates a strong partnership with the Security team, directly impacting Zapier's ability to earn enterprise trust. The Senior Manager will lead a high-performing, globally distributed team focused on building systems that leverage Zapier's own product, driving the shift towards enterprise-grade IT and setting a benchmark for other IT teams.

Requirements

• Over 8 years of experience in IT/Systems Engineering, with at least 3 years managing engineers, preferably in scaling IT for a high-growth, fully remote company.
• Demonstrated ability to build teams with high standards and accountability, develop individuals deliberately, and foster depth across different time zones.
• Experience building, championing, and implementing AI or automation in IT or security operations, treating it as core infrastructure.
• A curious mindset, excited by new products, AI, and automation, with a view of running IT on Zapier's product as a competitive advantage.
• Deep hands-on experience with Okta (SSO, SCIM, OIDC, SAML, MFA, RBAC/ABAC, lifecycle automation) and Jamf (device trust, EDR).
• Proficiency in SaaS governance at scale.
• Proven ability to partner with Security on zero trust, enterprise access controls, and compliance (SOC 2 Type 2, ISO 27001), understanding the controls and evidence required.
• Ability to translate business direction into a clear IT strategy and execute it effectively, turning plans into tangible results.
• Experience running to SLAs and metrics, leading major incident response, and managing SaaS spend with FinOps discipline, including optimization targets and ROI.
• Strong influence and communication skills, capable of operating at a senior level across Security, Legal, Finance, and Engineering to drive buy-in and action.
• Excellent written and verbal communication skills, with the ability to frame information clearly and deliver important messages effectively.
• Credibility in customer-facing conversations, representing Zapier's IT posture to enterprise IT buyers and security teams.

Nice To Haves

• Certifications spanning identity, endpoint, security/compliance, and IT operations.
• Okta Certified (Administrator / Professional / Consultant).
• Jamf Certified (Admin or Pro), Apple Deployment.
• CISSP, CISM, or Security+ certifications; CCSP (cloud security) is a plus.
• CISA, or ISO 27001 Lead Implementer / Lead Auditor certifications.
• AWS certification (experience with AWS/IaC is relevant).
• ITIL certification (focus on service delivery and SLA maturity).
• PMP or equivalent certification for program/people leadership.

Responsibilities

• Elevate IT service delivery through an AI-first approach, transitioning from reactive support to proactive operations for approximately 800 employees, focusing on onboarding, offboarding, and employee experience with self-service provisioning, deflection, and proactive remediation.
• Architect identity, endpoint, and zero-trust access by evolving Okta (SSO, SCIM, OIDC, SAML, MFA, RBAC/ABAC, lifecycle automation) and Jamf (device trust, EDR) into an enterprise-grade access layer, co-owning the IT aspects of zero-trust end-to-end with the Security team.
• Manage the application portfolio as a strategic asset, bringing structure, ROI accountability, and vendor governance to over 200 tools beyond simple approval workflows.
• Lead end-to-end major incident response, including root-cause analysis and prevention for IT operational incidents. Security incidents will be handled by the Security team, with IT partnering on containment and remediation.
• Develop an IT roadmap that aligns with Zapier's strategic direction, including enterprise focus, AI integration, and scaling, ensuring IT is prepared for future needs.
• Influence and enforce policies related to access, procurement, and security across People Ops, Finance, Legal, Product, and Engineering, engaging senior stakeholders effectively.
• Build a tiered, globally distributed IT organization with depth, moving from a flat, reactive team to a more structured function, acting as a player-coach who contributes directly to complex problems while developing the team.
• Support the enterprise strategy by making IT the internal proving ground for enterprise access controls, providing feedback to the Product team on gaps, and serving as an IT reference in enterprise deals by discussing IT operations, access, and governance at scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed