Senior Manager, IT Infrastructure - ServiceOps

Senior Manager, IT Infrastructure
- Service Ops

The Senior Manager, IT Infrastructure – Service Ops is responsible for leading the strategy, administration, integration, and optimization of enterprise platforms, including Service Now, Agentic AI solutions, Dev Ops tools, automation technologies, and related business systems. This role leads a team of IT professionals focused on delivering reliable, scalable, and innovative solutions that improve service delivery, operational efficiency, and employee experience across the organization.

The ideal candidate combines strong technical expertise, proven people leadership, and exceptional business acumen. They must demonstrate executive presence and the ability to effectively engage with business leaders, translating platform capabilities into business value while identifying opportunities to drive automation, productivity, and digital transformation.

Duties & Responsibilities:

• Lead, mentor, and develop a team of Service Ops professionals responsible for platform administration, automation, integrations, and service management
• Establish the strategic vision, roadmap, governance, and ongoing optimization of platforms, ensuring solutions are secure, scalable, reliable, and aligned with business and IT objectives
• Oversee the administration and enhancement of Service Now capabilities, ensuring adoption of best practices and platform governance
• Drive automation, self-service, workflow modernization, and AI-enabled solutions that improve operational efficiency, employee experience, and service delivery outcomes
• Lead the adoption and integration of Agentic AI, AI-assisted support capabilities, virtual agents, and chatbot technologies (generative and voice) to increase productivity and enhance user experiences
• Oversee enterprise integrations between platforms and business systems using APIs, middleware, integration platforms, and automation technologies to enable seamless data exchange and process orchestration
• Support and govern Dev Ops and CI/CD practices that improve platform delivery, quality, stability, and operational efficiency
• Establish and maintain platform data governance standards to ensure data quality, platform integrity, and operational visibility
• Partner with Technology and business stakeholders to identify opportunities for platform expansion, automation, process improvement, and digital transformation initiatives
• Serve as a trusted advisor to Technology and business leaders by communicating how Service Ops-administered platforms can solve business challenges, improve workflows, increase productivity, and deliver measurable business value
• Distribute and monitor service, platform, and operational performance metrics, leveraging analytics and continuous improvement practices to enhance service quality, platform adoption, and business outcomes

Knowledge, Skills, & Abilities:

• 5-7 years of progressive IT experience in infrastructure, service operations, platform administration, automation, integrations, software delivery, or related technology disciplines, including leadership experience managing a technology team
• 5-7 years of experience optimizing, implementing, and administering Service Now platforms and modules, including ITSM, ITOM, ITAM, HRSD, CMDB, Flow Designer, Integration Hub, and related automation capabilities
• 5-7 years of experience with scripting, automation, and enterprise integrations, including technologies such as Power Shell, JavaScript, Python, SQL, APIs, and cloud-based platforms
• Experience leading Dev Ops, CI/CD, automation, AI-enabled solutions, and Agile delivery practices to improve operational efficiency and service delivery
• Demonstrated experience managing, mentoring, and developing teams, while fostering a culture of accountability, collaboration, innovation, and continuous improvement
• Strong knowledge of ITIL, IT service management, operational governance, cloud technologies, Microsoft platforms (including Azure and Microsoft 365), and modern infrastructure and application ecosystems
• Proven work prioritization and management skills, with the ability to successfully lead through organizational change, manage competing priorities, and deliver complex initiatives
• Strong business acumen, critical thinking, and problem-solving skills, with the ability to align technology capabilities to business objectives and measurable outcomes
• Exceptional communication skills, with the ability to build relationships, influence stakeholders, and translate complex technical concepts into business value for both technical and non-technical audiences

Minimum Qualifications:

• High school diploma or GED Knowledge typically acquired through 7 years of relevant work experience

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related discipline
• Service Now Certified System Administrator, Certified Application Developer, or module-specific certifications in ITOM, ITAM, HRSD, or related areas
• Knowledge of cloud automation,…