Sr. IT Operations Analyst

Sally Beauty Holdings•Plano, TX

3h•Hybrid

About The Position

The IT Senior Operations Analyst is a key leader responsible for the stability, resilience, and continuous improvement of the organization’s IT operating environment. This role provides strategic and hands-on leadership across IT operations, owning mature incident, problem, and change management practices to minimize risk, reduce service disruption, and enable business objectives. The position partners closely with internal IT teams, Managed Service Providers (MSPs), vendors, security, and business stakeholders to drive operational excellence, enforce governance, and guide the controlled evolution of IT services. The Senior IT Operations Analyst is expected to influence decision-making, mentor peers, and proactively identify and address operational risks and improvement opportunities.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; equivalent practical experience may be considered.
7–10+ years of progressive experience in IT operations, IT service management, or related disciplines, including demonstrated ownership of enterprise-scale operational processes.
Advanced working knowledge of ITIL practices, with hands-on experience leading incident, problem, and change management in mature, governed environments. ITIL certification strongly preferred.
Proven experience operating within complex, hybrid IT environments, including cloud, on-prem, and outsourced services, with direct accountability for MSP and vendor performance.
Strong technical breadth across enterprise infrastructure, applications, networking, cloud platforms, security controls, and SDLC methodologies, enabling effective risk and impact assessment.
Demonstrated ability to lead during high-impact incidents, providing clear direction, executive-level communication, and calm decision-making under pressure.
Experience designing, interpreting, and presenting operational metrics, KPIs, and executive-level dashboards to drive accountability, service quality, and continuous improvement.
Strong business acumen, with the ability to evaluate financial, operational, and risk trade-offs and translate technical issues into business-relevant insights and recommendations.
Excellent written and verbal communication skills, including the ability to influence outcomes, challenge assumptions constructively, and communicate effectively with technical and non-technical stakeholders.
Advanced interpersonal skills, including facilitation, negotiation, conflict resolution, and stakeholder management at both operational and leadership levels.
Proven capability to mentor and guide peers, set operational standards, and promote a culture of accountability, discipline, and continuous improvement.
Ability to operate effectively in a fast-paced, high-visibility environment, managing competing priorities while maintaining operational stability and governance.
Strong understanding of security, compliance, audit, and regulatory requirements, and experience embedding controls into operational and change processes.

Responsibilities

IT Operations Management
Provide senior-level oversight of day-to-day IT operations, ensuring availability, performance, capacity, and reliability across systems, applications, and infrastructure.
Lead coordination of operational delivery across internal IT teams, MSPs, and vendors, holding partners accountable to SLAs and service expectations.
Proactively identify operational risks, systemic issues, and performance trends; lead root-cause analysis and drive long-term corrective and preventive actions.
Serve as an escalation point for major incidents, providing leadership during high-impact events and ensuring effective communication and resolution.
Change Management & Operational Risk Control
Own and continuously improve the IT change management framework, ensuring consistent, disciplined execution across the organization.
Evaluate and challenge change risk and impact across technology, security, and business operations, balancing speed with stability and compliance.
Chair or lead change approval boards as appropriate, providing expert guidance and decision support.
Establish and report on change metrics, trends, and risk indicators in alignment with ITIL, audit, and governance requirements.
Data Analysis
Lead analysis of MSP and vendor performance data to identify trends, risks, capacity constraints, and optimization opportunities.
Design, maintain, and evolve operational metrics, dashboards, and executive-level reporting to support SLA management, service quality, cost optimization, and strategic decisions.
Actively manage MSP and vendor relationships, including SLA enforcement, issue escalation, continuous improvement initiatives, and software license compliance and optimization.
Translate data and insights into actionable recommendations for leadership and stakeholders.
Security, Compliance, and Governance
Ensure IT operations and changes consistently adhere to security policies, internal standards, and regulatory requirements.
Partner closely with security, risk, and audit teams to strengthen operational controls, access management, and risk mitigation practices.
Lead preparation and maintenance of documentation and evidence required for audits, assessments, and ongoing governance activities.
Promote a culture of operational discipline, risk awareness, and compliance across IT teams and service partners.