Sr. Manager, IT Operations

Vuori, Inc•Carlsbad, CA

2d•$148,300 - $190,785•Onsite

About The Position

The Senior Manager, IT Operations, is responsible for the end-to-end operational excellence of enterprise IT services. This role owns IT Service Management (ITSM) processes, operational governance, tooling, asset management, and the financial and vendor disciplines required to run a scalable, reliable IT organization. This leader ensures consistent, secure, and high-quality IT services across the company by establishing clear processes, driving accountability, and partnering closely with Infrastructure, Security, Engineering, and Business stakeholders.

Requirements

7+ years of progressive IT operations or IT service management experience
3+ years in a people management or senior leadership role
Strong experience with ITSM disciplines (Incident, Problem, Change, Request)
Hands-on experience with Jira or comparable service management platforms
Proven experience managing budgets, vendors, and procurement
Strong operational mindset with a bias for structure, clarity, and accountability

Nice To Haves

ITIL certification (Foundation or higher), preferred
Experience in retail, distributed workforce, or high-growth environments
Familiarity with vulnerability management and security operations collaboration
Experience supporting global or multi-region organizations

Responsibilities

Own and operate the IT Service Management (ITSM) framework across the organization, including Incident, Request, Problem, Change, Vulnerability, Asset, and Knowledge Management
Lead incident response, escalation, root cause analysis, and post-incident reviews to ensure service stability and continuous improvement
Establish and enforce request intake, prioritization, SLAs, and fulfillment processes
Drive problem management practices to reduce repeat incidents and address systemic issues
Govern technology changes to minimize business risk and operational disruption
Partner with Security to manage vulnerability tracking, prioritization, remediation, and reporting
Own asset lifecycle management for hardware, software, and licenses, ensuring accuracy and compliance
Build and maintain operational documentation, runbooks, and self-service knowledge content
Define and enforce support processes and operational governance across all Technology teams
Establish service ownership, KPIs, SLAs, escalation paths, and operational reporting
Own Jira as the system of record for IT operations workflows, reporting, and automation
Drive consistency, adoption, and continuous improvement of operational tooling
Manage IT operations budgets, forecasting, and expense controls
Lead procurement activities for IT hardware, software, and services
Own vendor relationships, contract negotiations, renewals, and performance management
Oversee endpoint and device programs, including mobile phones, carriers, and lifecycle management
Ensure audit readiness, policy compliance, and operational risk management
Lead, mentor, and develop IT Operations team members
Act as a senior escalation point for operational issues impacting the business
Communicate operational health, risks, and priorities to executive and business stakeholders