Manager, Service Operations, IT

Job Description

Job Description:\n\nApply Here: Schedule This position is eligible for a hybrid work schedule, with a minimum of three (3) days in-office based out of our West Sacramento office and two (2) days working remotely. Summary Under general direction the Manager, Service Operations is responsible for effective service delivery and performance of Information Technology (IT) services across the Association, achieving committed service levels in alignment with the Association’s business needs. This position is accountable for the day-to-day operation of IT hybrid infrastructure (server, client, network, data, application, cloud, security) and related resources and processes. The position is also tasked with identifying and driving initiatives to enhance service levels and increase efficiency. In pursuit of these objectives, the Manager, Service Operations provides direction for a team of IT service professionals, allocating financial, staff, and vendor resources to achieve outcomes. This position contributes to the strategy, planning, structure, and alignment of the IT department towards operational excellence through process focus, detail orientation, continuous improvement, and application of best practices. Customer engagement and satisfaction are paramount, delivering world-class customer service and business value through robust enterprise solutions. The Manager, Service Operations provides complex and responsible support to the Chief Technology Officer (CTO) in areas of expertise and performs related work as required. Essential Duties & Responsibilities Service Delivery & PerformanceEnsure consistent, high-quality IT service delivery that meets or exceeds service targets as measured by Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and customer satisfaction metrics.Oversee enterprise-wide service management processes (incident, problem, asset, configuration, change, release and request).Establish, monitor and report operational measures to transparently demonstrate service performance and drive preventative and corrective action.Conduct regular stakeholder service reviews to ensure evolving business needs are met. Incident, Problem, and Change ManagementLead major incident response efforts, coordinating team resolution, stakeholder communication and debrief for learnings.Drive root cause analysis to eliminate recurring problems by implementing preventive measures.Maintain critical resources and manage environmental change to minimize business risk and avoid service disruption. Operational Excellence & Continuous ImprovementOptimize service effectiveness through process efficiency and automation.Drive adoption of best practices, policies and procedures.Champion a culture of detail orientation, process improvement, accountability, innovation and operational excellence. Resource ManagementLead, mentor and develop IT operations staff individually and as a high-performing team, including goal setting, performance evaluation, professional development and team collaboration.Plan and allocate resources effectively across operational priorities and project work, supporting current capacity and scaling to meet future demands.Develop and manage the IT service operations budget, including staffing, tools, infrastructure and service contracts, optimizing cost against service quality.Foster a collaborative, transparent, high-performance and customer-focused culture. Stakeholder ManagementServe as the primary contact/escalation point for all IT service-related issues.Maintain strong working relationships with business units to align IT services to enterprise needs.Amplify customer voice and ensure customer satisfaction through delivery of world-class customer service.Communicate service performance, issues and planned improvements.Coordinate with other IT teams (development, infrastructure, quality and projects) to align operational priorities.Manage relationships with third-party vendors, ensuring value delivery, contract compliance and performance. Risk, Compliance, and Security ManagementEnsure operational compliance with company policies, IT security standards, regulatory requirements and industry best practices.Own disaster recovery planning, testing and execution for all IT services.Monitor operational risks and implement mitigation strategies.Conduct IT service audits and implement resulting recommendations for improvement. Strategic Leadership & PlanningDefine the vision and strategy for IT service operations in alignment with CSBA business objectives and the IT departmental roadmap.Lead the development and implementation of IT Infrastructure Library (ITIL)-based service management frameworks and operational governance models.Partner with executive leadership to ensure IT services enable and support business transformation and growth.Read and demonstrate an understanding and adherence to CSBA values, policies, and practices.Demonstrate respect, honesty and professionalism at all times. Perform other duties as assigned QualificationsBachelor’s degree or higher with major coursework in Information Technology, Computer Science, Management Information Technology, Engineering, or related field with at least five (5) years of progressive IT experience in IT service management or IT operations leadership, including at least two (2) years of supervisory experience.Proven success in managing IT service delivery in medium-to-large organizations.Demonstrated resource management experience (leading teams, managing vendors, overseeing operational budgets).ITIL v4 Foundation or higher certification preferred.Practical implementation of ITIL frameworks and IT service management best practices.Cloud services, hybrid infrastructure, and modern workplace technologies from a variety of providers (Microsoft, Amazon Web Services, Google).IT service management tools (e.g., ServiceNow, SolarWinds, Jira Service Management).Network, client, server, cloud, data, application and security operations.ISO 20000, COBIT or related quality standards.Highly regulated industries such as healthcare, finance or government.Principles and practices of project management, including Project Management Professional (PMP) certification and Project Management Body of Knowledge (PMBOK).Principles and practices of process management including Six Sigma.Principles and practices of budget, contracts and recordkeeping.Applicable Federal, State, and local laws, regulatory codes, ordinances and procedures relevant to municipal financial operations.Recent and ongoing developments, current literature and sources of information related to the operations of the assigned department.Modern office practices, methods, computer equipment and computer applications related to the work.English usage, grammar, spelling, vocabulary and punctuation.Exercise excellent leadership and people management skills.Apply strong analytical, problem-solving and critical thinking skills.Model detail-orientation, data- and process-driven thinking.Demonstrate exceptional verbal and written communication skills via effective communication, clear and concise reporting, correspondence, and standards development (policies, procedures, etc.).Analyze problems, evaluate solutions, and present results and recommendations in an effective manner.Manage multiple priorities in a fast-paced, ambiguous environment. Manage and deliver complex projects within constraints while mitigating risk.Plan, organize, assign, train, review and evaluate staff work through a variety of filing, recordkeeping, and tracking systems.Understand, communicate, and ensure compliance with Federal, State, and local policies, procedures, laws and regulations.Evaluate and develop improvements in operations, procedures, policies and methods.Effectively represent the division and the Association in meetings.Operate modern office equipment including computer equipment and specialized software applications programs.Use tact, initiative, prudence, and independent judgment within general policy, procedural and legal guidelines.Establish, maintain, and foster positive and effective working relationships with stakeholders.Ability to maintain confidentiality and professionalism in all work.Ability to lift, carry, push, and pull materials and objects weighing up to twenty-five (25) pounds, hand truck available to assist.Ability to sit at computer for long periods of time and have the dexterity to access, enter, and retrieve data using a computer keyboard or calculator, and operate standard office equipment.Ability to occasionally travel for conferences, trainings, workshops and meetings throughout California, including overnight stays.Limited vacation during peak periods.Perform other duties as assigned. Supervisory ResponsibilitiesThis position will manage and direct other staff, with the responsibility of overall direction, coordination, and evaluation of those roles. This position will carry out supervisory responsibilities in accordance with the organization's policies and all applicable laws. Overall responsibilities of this position include, but may not be limited to, interviewing, training, timekeeping and wage & hour management, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees and addressing and resolving complaints. Why Join CSBA?Contribute to meaningful work that supports California’s public school governance and strengthens education policy statewide.Join a diverse and dedicated team that values innovation, transparency and teamwork.Access ongoing learning opportunities, training, and development to support your career advancement.Enjoy the flexibility of working remotely two (2) days a week.Competitive salary and benefits package. If you thrive in dynamic, fast-paced environments where you're empowered to lead and improve IT operations, we encourage you to apply. Benefits At CSBA, we proudly offer competitive compensation and benefits, including medical, dental and vision coverage for employees and dependent children, insurances and California Public Employees Retirement System (CalPERS), and more:Comprehensive medical, dental and vision plans: Medical through Kaiser (Platinum HMO plan) and Blue Shield (Platinum HMO, Silver PPO, and HDHP with HSA). Dental - Delta DentalVision – VSPCSBA offers a hybrid work schedule, with a minimum of three (3) days in-office based out of our West Sacramento office and two (2) days working remotely.Membership in the CalPERS retirement system: Classic membership tier (2% @ 55; 7% employee contribution and 11.54% employer contribution) PEPRA membership tier (2% @ 62; 8.25% employee contribution and 8.27% employer contribution) Employer-paid Life and AD&D insuranceEmployer-paid Short- and Long-Term Disability insuranceOptional supplemental 457 retirement savings available Flexible Spending Account (FSA) Medical and Dependent CareEmployee Assistance ProgramPerks at Work savings programLearning and DevelopmentSocial Events: All-Staff luncheon events, Coffee & LearnPaid Time Off:Vacation: Accrues 10 days annually for hourly employees and 15 days annually for salary employees. The rate at which you accrue will increase annually with years of service.Floating holidays: 32 hours annually accrue date of hire. Separate sick leave accrual: 8 hours accrued monthly. Holiday: 10 CSBA recognized holidays annuallyDecember Office Closure: During the latter part of December each year CSBA closes its office. During this time, employees are paid for 6 days in addition to the December 25 and January 1 holiday. Sabbatical Program: Employees with at least seven (7) years of continuous full-time employment in their current period of service are eligible for up to four (4) weeks of paid leave. CSBA’s operation hours are 8:00 a.m.– 5:00 p.m. CSBA currently offers a hybrid work schedule for eligible positions. CSBA is headquartered in West Sacramento. About CSBA The California School Boards Association is a nonprofit education association representing the governing boards who oversee public school districts and county offices of education. With a membership of nearly 1,000 educational agencies statewide, CSBA brings together school governing boards to advocate for effective policies that advance the education and well-being of the state’s more than 6 million school-age children. CSBA provides policy resources and training to members and represents the statewide interests of public education through legal, political, legislative, community and media advocacy. CSBA employees are highly skilled, with a desire to excel and help strengthen school board governance and maximize student achievement. They are strategic in their trade, embrace challenges, and offer new and innovative ideas. CSBA creates a supportive, dynamic environment for its employees to grow and succeed. Our core values of integrity, collaboration, accountability, respect, excellence, service and innovation guide the way to achieving the Association’s goals. Apply Today If you are ready to take the next step in your career and contribute to meaningful work, apply today! We are excited to hear how your expertise can further our mission and advance the education and well-being of the state’s more than 6 million school-age children in public education in California. Equal Opportunity Employer CSBA is an equal opportunity employer. It does not discriminate against employees or applicants based on any characteristic protected by state or federal law. Equal employment opportunity will be extended to all persons in all aspects of the employer/employee relationship. CSBA prohibits any CSBA employee, consultant, and any CSBA agent, including unpaid interns and volunteers, Board members, independent contractors or any other agent from discriminating against any other employee or job applicant on the basis of the person's actual or perceived race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, pregnancy, national origin, ancestry, age (over 40), marital status, physical or mental disability, medical condition, military or veteran status, reproductive health decision making or any other characteristic protected by state or federal law. E-Verify This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed t