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Title:  IT Operations Manager


Southfield, MI, US

Date:  May 8, 2021


The person in this leadership role is accountable for the BU-Regional IT operations. The regional manager of IT operations is responsible for the effective and efficient operational support of all third-party and internally managed IT infrastructure used to support all business process across the enterprise. This individual will have a diversified background of technical infrastructure experience, demonstrated project management acumen and excellent vendor management skills, be an adept leader of people, plus have a superior, service-oriented approach to IT operations. This individual is also responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved. As a member of the IT leadership team, the role contributes to the development and execution of the enterprise I&O strategy and ensures its alignment with the enterprise's IT and business strategy and the delivery of capabilities required to achieve business success.



  • Provides oversight for the operations and support of IT systems that fulfil the needs of the business
  • Provides input to the head of I&O as well as to peer direct reports responsible for other aspects of I&O
  • Fosters a business-oriented culture and mind set driven by continual service improvement techniques
  • Single point of engagement for demand planning and demand management conversations with business partners around their needs for a specific service
  • Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews and prioritization
  • Understands IT service cost drivers and connects cost of service to consumption drivers
  • Sets price for services based on an understanding of the benchmark service level and price for service in the industry
  • Works with business operations teams to ensure good coordination of IT changes without impacting business processes
  • Leads the development of the operations aspects of the I&O strategy and roadmap and ensures its integration with the broader IT and enterprise strategic plans
  • Builds and maintains relationships with other IT leaders to develop a clear understanding of business needs
  • Ensures cost-effective delivery of IT services to meet those needs
  • Able to respond with agility to changing business priorities
  • Develops and controls the IT operations annual operating and capital expenditure budget for I&O and manages expenses to stay within plan
  • Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing IT operations environment
  • Maintains current on new technologies and service management practices
  • Provides direction on what emerging IT operations technologies and methods should be introduced, integrated and assimilated within I&O
  • Supports the I&O sourcing strategy
  • Provides oversight for vendor and partner relationship management
  • Works closely with HR to execute an I&O "people strategy" that defines appropriate metrics and aligns with the business and IT strategy
  • Continually looks for leading-edge and innovative solutions to the recruitment, development and retention of the IT operations workforce
  • Works with the I&O leadership team to forecast future skill needs to acquire and develop an I&O workforce with the appropriate mix of business knowledge, technical skills and competencies
  • Works toward a balance between growing the agility required to achieve digital business objectives and ensuring the core IT functions are reliable, stable, efficient and compliant with industry best practices
  • Provides leadership, coaching and direction to the IT operations management team and staff
  • Availability to travel on demand



  • Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience
  • ITIL Foundation Certification – IT Service Management
  • Ten or more years of experience in IT
  • Five years of progressive leadership responsibilities
  • Experience in effectively managing cross-functional teams and influencing key stakeholders across the organization and within complex contexts (Preferred)
  • Experience in establishing standard processes and managing performance to achieve key metrics
  • Experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support (Preferred)
  • Attainment of relevant certifications and professional networking via involvement in industry groups


Competencies/Other skills

  • Exceptional leadership skills
  • Ability to communicate a vision that inspires and motivates IT operations staff and aligns to the IT and business strategy
  • Ability tο build confidence that IT operations contributes to the business value of IT
  • Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
  • Expert in challenging, convincing, and managing the various stakeholders involved
  • Excellent service management planning and execution skills
  • Strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT operations
  • Experience in budget planning and financial management
  • Expert in IT service pricing, business case development and account management
  • Competent in ITIL strategy formulation and service architecture
  • Success in leveraging both traditional practices, such as IT service management, as well as emerging methods, such as DevOps, that are optimized for agility
  • Working knowledge of effective vendor management and IT continuity management
  • Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied
  • Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts to the I&O workforce
  • Fluent in English

If you are interested in this opportunity, please apply here.



Nearest Major Market: Detroit

Job Segment: Operations Manager, Information Systems, Computer Science, Relationship Manager, Operations, Technology, Customer Service

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