Manager, IT Operations

About the Opportunity

The IT Operations Manager acts as the execution engine for enterprise technology, translating strategy into action. This role serves as the critical bridge between leadership, internal teams, and external IT partners, ensuring that technology initiatives are delivered reliably, consistently, and in alignment with business priorities.

Key Responsibilities

• Execute Technology Strategy
  Act as the primary execution partner to the Fractional CTO
  Translate technology strategy, roadmaps, and priorities into clear, actionable workplans
  Ensure all technology initiatives align with defined governance, standards, and enterprise architecture
  Track and drive progress across all active initiatives

• Own Day-to-Day IT Operations & Coordination
  Own day-to-day coordination of IT initiatives and roadmap execution
  Ensure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendors
  Proactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiatives
  Maintain clarity on ownership, timelines, and deliverables across all workstreams

• Manage IT Vendors & MSP Relationship
  Own the MSP relationship as a managed service, not a support function
  Define clear direction, scope, and expected outcomes for all vendor work
  Enforce service accountability through SLAs, responsiveness, and delivery quality
  Ensure work is aligned to business priorities, not ticket volume
  Coordinate across vendors and internal stakeholders to ensure seamless delivery

• Drive Cross-Functional Alignment
  Ensure communication and alignment across business units, Global Ops, and Strategic Ops
  Act as the connective layer between: Enterprise systems (IT, security, Microsoft tenant), Strategic workflows (Wrike, automation, reporting inputs)
  Support consistent system adoption across teams
  Intake, Discovery, & Prioritization Support
  Lead initial intake and discovery for new technology requests
  Partner with stakeholders to clarify business needs, scope, and impact
  Translate requests into structured, decision-ready inputs for leadership
  Support prioritization processes led by the CTO and executive team

• Support Adoption, Training & Change Management
  Drive successful onboarding and adoption of enterprise tools and platforms
  Coordinate training efforts across teams
  Ensure tools are used consistently and effectively across the organization
  Reinforce standardized processes and reduce reliance on workarounds

• Stable, Secure, Scalable Operations
  Support enterprise capabilities across: IT & Security tools, Microsoft environment, System integrations
  Ensure systems are reliable, secure, and aligned to scale needs

Success Metrics

• Consistent, on-time execution of technology initiatives
• Reduced operational friction and faster issue resolution
• High alignment across teams, vendors, and leadership
• Increased adoption and effective use of enterprise platforms
• Clear, structured intake and prioritization of technology needs

Ideal Profile

• Strong IT operations or systems management background
• Experience managing MSPs, vendors, and cross-functional stakeholders
• Knowledgeable of cybersecurity frameworks, standards and best practices (i.e. NIST, SOC)
• Highly organized with strong program management and execution discipline
• Able to translate business needs into structured technical work
• Comfortable operating in environments with multiple systems (Microsoft, Wrike, BI tools, etc.)