Senior IT Strategy and Operations Manager

What you’ll do:

• Analyze existing IT service performance metrics and establish baseline team-level metrics across service delivery, support quality, system reliability, and operational health.
• Define and implement standardized IT operations metrics and dashboards across IT teams to enable consistent measurement and transparency.
• Partner with IT leadership to ensure metrics are actionable, aligned with business outcomes, and used for OKRs, QBRs, and MBRs.

What success looks like:

• Standardized IT service metrics, policies, and procedures are adopted, trusted, and consistently reported across all teams.
• Streamlined and consistent IT operational rhythms that enable faster, more predictable service and project completion.
• Measurable improvements in support metrics from ITSM, change management, and automation enhancements.

What you’ll bring:

• 5+ years of experience in IT operations with a strong background in project management, service management metrics, and technology execution at scale.
• Proven ability to define metrics, analyze data, and drive meaningful change based on insights.
• Excellent stakeholder management and influencing skills across IT, business, and leadership levels.