It Operations Services Manager (Remote Eligible)

The IT Operations Services Manager is responsible to review, maintain and enhance all aspects related to the management of IT operational service and support. The IT Operations Service Manager must ensure that the Enterprise achieves its vendor and departmental service and support, and operational objectives.

• Key areas of responsibility:

o Establishing, delivering, and administering IT Service and Support and Operational Governance for the department
o Performance Delivery and Tracking
o Key vendor(Software inclusive) Contract Management
o IT Operations ITIL process oversight.
The IT Operations Service Manager must have a strong understanding of IT Operations Service Manager principles and practices, as well as the ability to manage a team and work with a variety of stakeholders.

Principal Duties and Responsibilities

• Develop and maintain Vendor/Partner relationship management:

o Contract and SOW oversight; adherence, scope, renewals/extensions…etc.
o Manage executive reviews, vendor meetings and communication according to agreed-upon cadence.
o Manage resource and project capacity

• Manage IT Department and Vendor/Partner Service model performance:

o Review and revise the service level performance as needed. 
Dashboards, Score cards, Metrics, KPI’s, SLA’s, SLO’s.. etc.
o Work closely with, and support Partners in resolving all issues and performance results
o Approve and Report on all performance metrics, exceptions, and penalties.
o Provide oversight and direction of tools, and enhancements to existing tools, required to measure and achieve vendor engagement and internal IT objectives.

• Manage the Major Incident managements and lead the team during major incidents to restore services to normalcy at the earliest and ensure appropriate communication.
• Liaise with business stakeholders to ensure that IT services are meeting their needs
• Manage and maintain Change Control policies and process
• Manage and maintain Disaster Recovery and IT Business Continuity policy and process
• Understand Software license usage and guide the team towards optimizing usage and spend
• Lead the Operational process changes needed as a part of transformation towards Agile and Devops ways of execution

Minimum Requirements/Qualifications

• Strong understanding of IT service management principles and practices
• Action oriented and able to manage and meet aggressive timelines and deadlines.
• Good understanding of Operation process in a cloud and DevOps environment
• Strong communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Bachelor’s degree, Business Administration or Information Systems preferred or 5+ years of relevant experience
• Independent and proactive management style
• Understanding and interest in continuous process improvement
• Ability to communicate and interact with all levels of the enterprise
• Previous experience negotiating contracts and managing contractual adherence
• Ability to work on, and manage team, working on many concurrent priorities
• Strong track record of delivering initiatives on time and on budget.
• Strong critical thinking, troubleshooting and problem-solving skills

Desired Qualifications

• Demonstrated ability to effectively drive and lead organizational change
• Demonstrated ability to drive and deliver results
• Good experience in an ITSM tool preferably ServiceNow
• Experience in Vendor Management Operations
• Demonstrated experience in leading, developing and retaining a team of high performing professionals in geographically disbursed environments

• The company offers Health, Dental, & Vision, flexible spending account, life and disability insurance benefits, 401k plan, 2 weeks of PTO & 7 paid holidays annually, and an employee stock purchase plan.
• Pay Rate - $130k-$145k - based on experience + bonus + RSUs