Site Operations and Service Management Leader

Role Overview

• Lead global site operations, ensuring consistent and high-quality delivery of infrastructure, platform, and end user services across locations and regions
• Serve as the primary interface between IT and the business for service delivery and user experience
• Provide leadership and oversight of the Service Desk and TechHub, ensuring high-quality support and consistent user experience across virtual and in-person channels; establish and drive performance standards including responsiveness, resolution quality, and user satisfaction
• Ensure a seamless and consistent end user experience across all engagement channels, including physical locations, remote support, and self-service capabilities
• Own and operate the IT service management platform, including strategy execution, product lifecycle management, and platform optimization
• Define and evolve ITSM capabilities across incident, problem, change, and request management
• Own and enforce service level agreements and objectives (SLAs/SLOs), ensuring platform performance aligns to defined availability, responsiveness, and reliability targets
• Lead major incident management, including cross-functional coordination, escalation, and communication to ensure rapid restoration of services and minimal business impact
• Lead ITSM platform governance, including ServiceNow and related service management tools
• Establish and enforce standards across service management processes, tools, and workflows
• Lead global operations center capabilities, including monitoring and proactive issue detection through observability platforms that enable faster incident detection, reduced mean time to resolution, and improved service reliability
• Ensure high levels of availability, performance, and reliability across enterprise systems and services
• Define and operate enterprise production health dashboards that provide a consolidated view of platform availability, performance, and service reliability across the Vylor digital ecosystem
• Establish and standardize key performance indicators (KPIs) and service level objectives (SLOs) across site operations, Service Desk, TechHub, and ITSM to ensure consistent measurement and reporting across all platforms
• Translate observability and operational data into actionable insights, enabling proactive management of platform health, improved decision making, and clear communication of service performance to business and technology leadership
• Define and track key performance indicators related to service quality, availability, and user experience
• Establish, maintain, and regularly test disaster recovery and business continuity processes across services and regions
• Drive adoption of ITIL and service management best practices across the organization
• Build operational maturity and standardized service delivery models across regions
• Ensure ITSM and site operations capabilities are tightly integrated with infrastructure, application, data, and enterprise platforms to enable a cohesive and reliable technology ecosystem
• Partner with infrastructure, application, security, and enterprise platform leaders to deliver integrated and reliable service execution
• Manage external service providers and managed service relationships
• Ensure compliance with regulatory requirements including SOX, FDA, and audit standards
• Build, lead, and develop a global organization across site operations, Service Desk, TechHub, and service management
• Drive operational excellence through standardization, automation, and continuous improvement

Requirements

• Bachelor's degree in related field
• 10 to 15 years of experience in IT operations, service management, or infrastructure
• 10 plus years in leadership roles
• Proven experience operating ITSM platforms and global service delivery at enterprise scale
• Experience leading globally distributed site operations and service delivery teams
• Strong operational, financial, and service delivery management experience
• Experience operating within a product and platform-oriented organization
• Proven ability to lead in highly matrixed environments
• Deep experience leading IT operations, service management, and site operations at scale
• Experience with ServiceNow and enterprise ITSM platforms
• Strong understanding of ITIL frameworks and operational best practices
• Experience leading global operations centers and observability capabilities
• Experience managing large-scale service delivery organizations
• Familiarity with automation and modern IT operations practices
• Experience operating in regulated environments
• Experience operating in a product and platforms operating model
• Certifications in ITIL, Agile, PMP, or related disciplines

Tech Stack

• ITSM
• PMP
• ServiceNow

Benefits

• Numerous development opportunities offered to build your skills
• Be part of a company with a higher purpose and contribute to making the world a better place
• Health benefits for you and your family on your first day of employment
• Four weeks of paid time off and two weeks of well-being pay per year, plus paid holidays
• Excellent parental leave which includes a minimum of 16 weeks for mother and father
• Future planning with our competitive retirement savings plan and tuition reimbursement program