Manager, Platform and Operations

Role Overview

• Provide oversight and continuous improvement of service management and operational processes across Managed Services
• Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
• Strong hands-on experience with enterprise ITSM and monitoring platforms
• Demonstrated ability to design, standardize, and improve operational processes across multiple teams.
• Experience driving automation, workflow optimization, and tool integrations in a managed services environment.
• Strong understanding of ITIL-based service management concepts (incident, Request, Change, Problem, SLAs).
• Proven ability to translate business and operational requirements into scalable platform solutions.
• Experience managing vendor relationships, licensing models, and cost controls.
• Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
• Lead process improvement initiatives focused on reducing delivery delays, increasing automation effectiveness, and improving prioritization.
• Create, improve, and maintain policies and procedures that support customer satisfaction and on-time delivery.
• Educate and enforce adherence to process standards, methodologies, and governance frameworks.
• Identify gaps in resources, skills, or processes that may impact service delivery and facilitate discussions to address them.
• Excellent communication and stakeholder management skills, with the ability to influence across teams and leadership levels.
• Strong analytical and reporting skills, with a focus on metrics-driven decision making.

Requirements

• 7+ years of experience in IT Managed Services, IT Operations, IT Service Management, or a related discipline.
• Previous experience in people management or team leadership, preferably overseeing platform or operations-focused teams.
• Experience owning or optimizing ITSM and monitoring platforms (e.g., ServiceNow, LogicMonitor, N-able, or similar).
• Strong understanding of platform governance, change control, and release management in production environments.
• Experience driving workflow optimization, automation, or tool integrations.
• Ability to manage competing priorities across platforms, operations teams, and stakeholders.
• Strong problem-solving mindset with an emphasis on continuous improvement.
• Customer-first mindset with the ability to balance standardization vs client-specific requirements.
• Experience developing and maintaining operational documentation (SOPs, runbooks, knowledge bases).

Tech Stack

• ITSM
• ServiceNow

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off