The IT Operations Manager is responsible for managing the team and overseeing the successful delivery of IT infrastructure projects. This role focuses on project management, team leadership, and ensuring alignment between IT operations and the business goals of the organization. The IT Operations Manager will collaborate with the CIO and other senior leaders to implement strategies that improve operational efficiency and service delivery, while ensuring a high level of support for business functions.
Key Responsibilities:
Team Leadership:
Lead, mentor, and manage a team of IT professionals, including system administrators, network engineers, and support staff.
Set performance goals and provide regular feedback and coaching to team members.
Foster a collaborative team culture and ensure a strong customer-service orientation within the IT operations team.
Project Management:
Plan, manage, and oversee the successful execution of IT infrastructure projects, ensuring they are delivered on time, within scope, and within budget.
Collaborate with cross-functional teams and stakeholders to define project requirements, timelines, and resources.
Manage project risks, resolve issues, and ensure project objectives align with business goals.
IT Service Management:
Oversee the IT helpdesk and support services, ensuring a high level of customer satisfaction through effective issue resolution and service delivery.
Monitor and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) to ensure IT operations meet business needs.
Business Alignment:
Work closely with the CIO and business leaders to ensure IT operations support business objectives and long-term strategy.
Communicate regularly with stakeholders to provide updates on project progress, operational performance, and team development.
Vendor and Resource Management:
Manage relationships with external vendors and service providers, ensuring the cost-effective procurement of services and products.
Negotiate contracts and monitor vendor performance to ensure high-quality service delivery.
Budget and Financial Management:
Manage and monitor the IT operations budget, ensuring alignment with overall business priorities and goals.
Track project costs and operational expenses, providing regular updates to the CIO on financial performance.
Continuous Improvement:
Identify opportunities to improve IT processes, workflows, and service delivery, focusing on increasing efficiency and reducing costs.
Implement best practices in project management, team collaboration, and customer service within the IT operations function.
Required Skills and Qualifications:
Bachelor’s degree in Business, Project Management, Information Technology, or a related field (or equivalent work experience).
5+ years of experience in managing IT teams and delivering infrastructure projects, with a focus on people and project management.
Strong leadership skills with the ability to inspire and motivate a team.
Proven experience in managing multiple projects, budgets, and timelines.
Excellent interpersonal and communication skills, with the ability to interact with stakeholders at all levels of the organization.
Strong organizational skills and attention to detail.
Familiarity with project management methodologies (such as Agile, Waterfall) and tools (such as MS Project, Jira, or similar).
Preferred Skills:
Project Management Professional (PMP) certification or similar.
Experience working in IT service management (ITSM) frameworks such as ITIL.
Understanding of IT infrastructure concepts, but with more focus on managing people and projects.
Business acumen with an ability to understand how IT operations align with organizational goals.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
