Job Description

Location: Remote in the New York City, NY or Washington, DC Metro Area
Type: Full-Time

About Us:
We’re redefining how technology empowers our teams and customers. With a commitment to operational excellence, innovation, and inclusive culture, we support business-critical systems and drive transformative growth. Join us to build, optimize, and lead our IT service operations as we scale.
Role Overview:
We’re seeking a strategic, hands-on Sr. Manager of IT Service Operations to lead our IT service delivery, support, and operational excellence initiatives. This leader will oversee a high-performing team, optimize processes, and ensure seamless IT services across the organization. If you’re passionate about driving results, building strong teams, and delivering outstanding user experiences, we want to meet you.
Key Responsibilities:
- Lead, mentor, and develop the IT Service Operations team, fostering a culture of accountability and continuous improvement.
- Oversee daily IT service delivery, including incident, problem, and change management for end users and business systems.
- Drive process optimization and standardization across service operations, ensuring best-in-class support and measurable results.
- Set and track key performance indicators (KPIs) to ensure high service quality, SLA adherence, and operational efficiency.
- Collaborate cross-functionally with IT, security, business units, and external partners to support business objectives.
- Manage escalations and major incidents, ensuring timely communication and resolution.
- Champion ITIL best practices and lead service management tool enhancements.
- Support budgeting, resource planning, and vendor management for IT operations.
- Stay current on technology trends and recommend improvements to support business growth.

Requirements

Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 8+ years of progressive IT service operations experience, including 3+ years in a leadership role.
- Proven success managing IT service delivery in a fast-paced, multi-site enterprise environment.
- Strong expertise in ITIL frameworks and service management tools (e.g., ServiceNow, Jira Service Desk).
- Demonstrated ability to drive process improvement and lead teams through change.
- Excellent communication, stakeholder management, and problem-solving skills.
- Experience supporting hybrid/remote work environments.

Preferred Qualifications:
- ITIL, PMP, or related certifications.
- Experience in highly regulated industries (finance, healthcare, etc.).
- Prior work in NYC or Washington DC markets.

Benefits

What We Offer:
- Competitive compensation and benefits
-Flexible work arrangements
- Professional development and growth opportunities
- Collaborative, inclusive culture

Ready to Lead With Us?
Apply today to join a forward-thinking team where your expertise will shape the future of IT service operations.

Job Tags

Full time, Remote work, Flexible hours,

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