IT Operations Manager POST NUMBER: 482399
This is a hands-on leadership position requiring both strategic oversight and operational execution.
The ideal candidate will have experience working with global teams (including Europe and other time zones), as well as selecting, onboarding, and governing IT vendors and managed service providers. Responsibilities:
- Lead the consolidation and standardization of global IT support models across North America, Europe, and other regions
- Partner closely with international IT leaders to ensure alignment across time zones and cross-cultural teams
- Evaluate, select, and onboard new IT vendors and managed service providers to support evolving business needs
- Establish and enforce vendor governance frameworks, including performance management, SLAs, and contract alignment
- Transition Level 1 and Level 2 service desk functions to a 24x7x365 managed services model
- Stand up and oversee vendor-managed NOC and SOC operations
- Rationalize application portfolio, eliminate redundant systems, and reduce technical debt
- Drive continuous improvement across ITIL-based processes (incident, problem, change, and asset management)
- Act as escalation point for major incidents and lead root cause analysis and long-term remediation efforts
- Balance strategic transformation initiatives with day-to-day operational support, including hands-on regional support as needed
- Deliver cost efficiencies while improving service quality and user experience
- Quarterly travel to Europe to support alignment with international stakeholders and initiatives.
- 8 years of progressive experience in IT operations, infrastructure, or service delivery leadership
- Proven experience working with global teams, particularly across Europe and multiple time zones
- Strong background in IT vendor selection, onboarding, and ongoing vendor management/governance
- Experience transitioning service desk operations to a managed service provider (MSP) model
- Demonstrated success implementing or managing vendor-led NOC and SOC services
- Hands-on experience with infrastructure modernization, cloud platforms (Azure, AWS), and enterprise systems
- Strong track record of reducing technical debt and optimizing technology stacks
- Deep knowledge of ITIL-based service management practices
- Expertise supporting end-user environments, including hardware, software, and desktop deployment
- Experience with Microsoft technologies (M365, Azure AD, on-prem AD) and identity/SSO solutions
- Familiarity with cybersecurity governance and compliance frameworks
- Strong communication skills with the ability to collaborate effectively across global teams
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