Manager, IT Operations
Core
Lead global 24/7 IT Operations and Service Desk delivery, ensuring high-quality, reliable support and operational excellence across the enterprise.
Role type
Manager, IT Operations (Service Desk & Operations)
Builds
Enterprise IT support services, service transitions, and operational readiness for new capabilities.
Domain
Consumer health technology / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management (ITSM), ITIL best practices, workforce planning, capacity management, data-driven decision-making, cross-functional collaboration, team leadership, shift-left strategies, automation, KPI management (SLA, CSAT, FCR)
Preferred skills
Experience with AI in IT operations, advanced degrees, specific industry experience, knowledge of additional systems
Technologies
ITSM tools, dashboards, automation tools
Responsibilities
Lead and manage global 24/7 IT Operations and Advance Support team; oversee day-to-day operations in a follow-the-sun support model; drive continuous service improvement (CSI) initiatives including automation and self-service adoption; lead service transitions and onboarding new services; collaborate cross-functionally with Infrastructure, Applications, Security, and business stakeholders; own and contribute in driving ITSM processes (Incident, Problem, Change, and Request Management); establish and manage KPIs using data insights; lead workforce planning, capacity management, and scheduling; build, mentor, and develop a high-performing team.
Seniority
Manager, 8-12 years experience, 2-5 years management