Manager, Service Operations, IT

Job Description

Job Description

Apply Here: & TrackId=ZipRecruiter

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 & Performance

• Ensure 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 Management

• Lead 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 Improvement

• Optimize 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 Management

• Lead, 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 Management

• Serve 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 Management

• Ensure 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 & Planning

• Define 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

 

Qualifications

• Bachelor’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 Responsibilities

• This 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.