Service Operations Lead
Johnson Controls•Boca Raton, FL
•Hybrid
About The Position
The Service Operations Lead is responsible for managing end‑to‑end daily operations for multiple IT services, processes, and systems within a defined location, sub‑region, country, or business function. This role ensures IT services are delivered at optimal performance levels, oversees vendor relationships related to assigned services, and maintains data integrity, consistency, and compliance across systems in scope.
Requirements
- Bachelor’s degree (University degree) or equivalent combination of education and experience
- 8+ years of relevant IT operations or service management experience
- Experience managing IT services, processes, and systems in a production environment
- Experience working with and managing IT service vendors or outsourced partners
- Strong understanding of operational controls, data integrity, and compliance
- Proven ability to manage multiple priorities in a complex operational environment
Nice To Haves
- Experience supporting IT operations within a global or multi‑regional organization
- Familiarity with IT service management frameworks (e.g., ITIL concepts)
- Experience operating within vendor‑supported or transitioned service models
- Strong stakeholder communication and issue‑resolution skills
Responsibilities
- Own the end‑to‑end operational delivery of multiple IT services, processes, and systems within an assigned scope
- Ensure IT services meet defined performance, availability, and quality standards
- Monitor service outcomes and operational metrics to identify risks, issues, and improvement opportunities
- Serve as the primary operational point of contact for services within scope
- Coordinate and manage daily IT service operations, ensuring stability and continuity
- Oversee and manage third‑party vendors supporting assigned services, including performance tracking and issue resolution
- Ensure data consistency, accuracy, and compliance for IT services and systems under responsibility
- Partner with internal IT, business stakeholders, and vendors to resolve incidents and operational challenges
- Support adherence to IT policies, standards, and governance requirements
- Drive operational discipline and continuous improvement across service delivery processes
Benefits
- Competitive salary
- Paid vacation/holidays/sick time
- Comprehensive benefits package including 401K, medical, dental, and vision care
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
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What This Job Offers
Job Type
Full-time
Career Level
Senior
