Senior IT Strategy and Operations Manager

Role Description

Reporting to the VP, IT and partnering closely with IT Support, IT System Engineering, and cross-functional leadership, the IT Strategy and Operations Manager will lead IT strategy and operations execution across the organization. This role is highly cross-functional and impact-driven, with an initial focus on establishing operational excellence through data-driven insights, standardized metrics, and scalable operating practices to improve service delivery, communication, project visibility, and overall end-user experience.

This is a full-time position that is fully remote with the option of being based in our New York City office. Travel is [Insert travel requirement, e.g., not required / required quarterly for team alignment].

What you’ll do:

• Deeply analyze existing IT service performance metrics and establish baseline team-level metrics across service delivery, support quality, system reliability, and operational health.
• Define and implement standardized IT operations metrics (e.g., uptime, ticket resolution, SLA compliance) and dashboards across IT teams to enable consistent measurement and transparency.
• Partner with IT leadership to ensure metrics are actionable, aligned with business outcomes, and used for the creation and update of OKRs, QBRs, and MBRs to senior leadership.
• Review and streamline the current IT operating cadence (including change management, incident response, project planning, and post-mortems) to reduce overhead and increase team autonomy.
• Operationalize consistent rhythms and project management (e.g., quarterly planning, sprint planning, stakeholder meetings, operational reviews) while allowing for team-level flexibility.
• Assess current IT service management (ITSM) processes, identifying gaps and risks impacting system reliability, support availability, and end-user satisfaction.
• Partner with Security and cross-functional business units to drive adoption of IT best practices, tooling, and co-created solutions.
• Identify opportunities for automation across IT support and infrastructure workflows (e.g., provisioning, monitoring, troubleshooting) to reduce manual effort and operational toil.
• Champion continuous improvement initiatives that improve IT staff efficiency, ensure practices scale effectively, and reduce escalations and friction for end-users.

What success looks like:

• Standardized IT service metrics, policies, and procedures are adopted, trusted, and consistently reported across all teams.
• Streamlined and consistent IT operational rhythms that enable faster, more predictable service and project completion within target timeframes.
• Measurable improvements in support metrics (e.g., ticket response/resolution times, SLA compliance, and system uptime) resulting from ITSM, change management, and automation enhancements.

Qualifications

• 5+ years of experience in IT operations with a strong background in project management, service management metrics (e.g., SLAs, KPIs, OKRs), and technology execution at scale.
• Proven ability to define metrics, analyze data, and drive meaningful change based on insights.
• Excellent stakeholder management and influencing skills across IT, business, and leadership levels.
• A proactive approach to building structure, operating in ambiguity, and establishing scalable practices where they do not yet exist.

Nice to have:

• Hands-on experience with IT Service Management (ITSM) tools, with a strong preference for the Atlassian toolset (Jira, Confluence, Jira Service Desk).

Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• You and your dependents also receive access to One Medical accounts.
• HSA and FSA plans are available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning.
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.