Operations Manager - Assistant Vice President -Workplace Technology - IT
Core
Govern vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services, ensuring service delivery, staffing, and accountability for senior management and executives.
Role type
Senior IC Operations Manager (IT Service Management)
Builds
Enterprise IT support services for capital markets employees and executives
Domain
Financial Services / IT Operations
Required skills
Vendor governance, IT Service Management (ITSM), SLA/KPI monitoring, ServiceNow, Incident/Problem/Change management, Executive support, Risk and compliance, Stakeholder communication
Preferred skills
Service transformation, Root cause analysis, Automation strategies, Microsoft 365 administration
Technologies
ServiceNow, Microsoft 365, Remote Access Services, File and Print services, Meeting-room technology
Responsibilities
Govern vendor-delivered Level 1 and Level 2 support services; Define and monitor SLAs, KPIs, and operational risks; Lead service enhancement initiatives to improve user satisfaction; Coordinate vendors and internal teams for complex technical issues; Design and manage responsive support for senior management and executives; Embed governance, risk, and compliance requirements into support processes.