IT Operations Manager

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.

Requirements

• 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

Pay

USD120,000 - USD150,000 per year + bonus

Schedule

Full-time, fully onsite