Senior IT Strategy and Operations Manager

What you’ll do:

• Deeply 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 (e.g., uptime, ticket resolution, SLA compliance) 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 the creation and update of OKRs, QBRs, and MBRs to senior leadership.
• Review and streamline the current IT operating cadence (including change management, incident response, project planning, and post-mortems) to reduce overhead and increase team autonomy.
• Operationalize consistent rhythms and project management (e.g., quarterly planning, sprint planning, stakeholder meetings, operational reviews) while allowing for team-level flexibility.
• Assess current IT service management (ITSM) processes, identifying gaps and risks impacting system reliability, support availability, and end-user satisfaction.
• Partner with Security and cross-functional business units to drive adoption of IT best practices, tooling, and co-created solutions.
• Identify opportunities for automation across IT support and infrastructure workflows (e.g., provisioning, monitoring, troubleshooting) to reduce manual effort and operational toil.
• Champion continuous improvement initiatives that improve IT staff efficiency, ensure practices scale effectively, and reduce escalations and friction for end-users.

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 within target timeframes.
• Measurable improvements in support metrics (