Senior Manager, IT Operations

Overview The Senior Manager, IT Operations will lead and manage IT operational strategy, service delivery, automation, vendor governance, and financial oversight for ACS’s Information Technology Department. The role drives optimization through strategic use of ITIL frameworks, generative AI, and enterprise platforms such as ServiceNow and ZenDesk, while overseeing budgeting and risk management for departmental continuity and growth. This exempt position will report to the Chief Information Officer in the Division of Administration, Information Technology Department. It is based in our Chicago office and is a hybrid role: 3 days per week in the office/2 days per week remote. The anticipated salary range for this position is $132,000 - $150,000 (commensurate with related experience). Responsibilities Financial Planning & Budget Management: manages and forecasts operating ($10M) and capital ($5M) budgets. Oversees cost modeling, trend analysis, variance reporting, and collaborates with finance to align spending with strategic goals. Oversees a team of IT staff and coordinates their workflow and performance evaluations. Develops and manages department-wide operational and capital budgets. IT Service Management & Automation: oversees ITIL-aligned processes, ensuring operational excellence via ServiceNow, ZenDesk, and automated workflows, including OpenAI-powered tools. Procurement & Vendor Oversight: leads procurement operations for software, hardware, and contractors. Administers vendor contracts, onboarding, compliance reviews, and performance benchmarking. Business Continuity & Risk Mitigation: coordinates incident readiness in conjunction with internal and external stakeholders, including compliance audits. Uses metrics, forecasting tools, and root cause analytics for IT operations. Applies critical thinking to automate routine functions and enhance compliance workflows. Asset Management & Operational Support: supervises asset lifecycle, IT operations processes, and field support functions including lifecycle planning, CMDB integrity, and endpoint tracking. Cross-functional Team Leadership & Process Optimization: manages IT support personnel. Coaches staff on automation tools and financial systems. Leads service desk analytics and team performance evaluations. Coordinates directly with senior leadership for budget and vendor strategy. Serves as liaison between IT, finance, audit, and external partners. Coaches, staff, and cross-teams on technology adoption and service standards. Required Education and/or Experience Bachelor’s degree or higher from an accredited college or university is required. Certified Public Accountant (CPA) preferred. ITIL v4 Foundation certification and/or experience is strongly preferred. Process improvement certification, such as Six Sigma, is preferred. At least 7+ years’ professional experience required, including: recent and extensive large budget management and budget forecasting experience; IT operations experience; and vendor/contract negotiation and management experience. Strong analytical skills, attention to detail, communication skills, and the ability to synthesize and present information clearly are critical for this role. Experience working with ITSM platforms (ServiceNow, ZenDesk) and financial systems is desired. Strong working knowledge of Microsoft Office products (Outlook, Word, Excel, and PowerPoint). Comprehensive Benefits Vacation, personal, and sick hours including 13 paid holidays per year Tuition Reimbursement Medical—comprehensive coverage through BlueCross BlueShield Dental, Vision, and Prescription drug program 403(b) Matching Program Pension Plan Flexible Spending Medical/Dependent Care Employee Assistance Program Short Term/Long Term Disability Life Insurance Domestic Partner Coverage The American College of Surgeons is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The American College of Surgeons is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please send an e-mail to View email address on click.appcast.io or call View phone number on click.appcast.io and let us know the nature of your request and your contact information. #J-18808-Ljbffr American College of Surgeons