IT Operations Manager - Mobility; Hybrid

Job Description:

WSP is currently initiating a search for an IT Operations Manager - Intelligent Mobility! This position will be located out of Irvine, CA.

WSP USA | Western Region | Hybrid.

WSP's Intelligent Mobility practice delivers mission‑critical technology solutions for the transportation sector, including tolling systems, transit operations, traffic management centers, and intelligent transportation systems (ITS). We partner with leading public agencies including MTC Clipper, OCTA, state DOTs, and transit authorities to design, implement, and operate the technology infrastructure that keeps communities moving.

WSP is seeking an experienced IT Operations Manager to lead service delivery excellence across our Western Region Intelligent Mobility portfolio. This role is pivotal in bridging the gap between project delivery and operational excellence—ensuring our transportation technology solutions transition seamlessly from implementation to sustained, high‑performance operations.

Reporting to the VP of Information Technology for Mobility Operations, you will own day‑to‑day support operations across multiple high‑visibility client engagements, managing end‑user support, incident/event/problem management, change control, and vendor performance. You'll work at the intersection of technology and service delivery, collaborating closely with Architecture, Engineering, and Program Management teams to establish operational readiness for new deployments and drive continuous service improvement.

• Lead day‑to‑day IT operations across Western Region transportation technology deployments including tolling systems, contact centers (NICE CXone, Cisco WxCC, Genesys Cloud), transit fare collection, and traffic management platforms
• Manage end‑user support delivery for operations center staff, customer service representatives, and agency stakeholders across multiple client sites
• Oversee incident, event, and problem management processes aligned with ITIL Service Operations framework
• Lead change management processes ensuring controlled deployment of system updates, patches, and configuration changes with minimal service disruption
• Establish and maintain operational runbooks, SOPs, and knowledge management systems
• Coordinate 24/7/365 support rotations and escalation procedures for mission‑critical systems

• Monitor and manage vendor SLAs for technology partners including cloud service providers (Azure, GCP, AWS), telecommunications carriers, software vendors, and managed service providers
• Track service level metrics, conduct performance reviews, and drive accountability for contracted deliverables
• Manage vendor escalations and coordinate resolution of complex multi‑vendor technical issues
• Develop and maintain vendor management dashboards and executive reporting

• Partner with Architecture and Engineering teams during project delivery phases to establish operational readiness requirements
• Lead transition planning and execution from project implementation to steady‑state operations
• Conduct service readiness assessments, identifying gaps and developing mitigation strategies
  
  Establish service level agreements, operational metrics, and performance baselines for new deployments
• Develop and execute knowledge transfer plans ensuring operations teams are prepared to support new technologies

• Analyze operational metrics, incident trends, and service performance data to identify improvement opportunities
• Lead root cause analysis for major incidents and implement preventive measures
• Drive automation initiatives to reduce manual operational tasks and improve service efficiency
• Develop business cases for operational tooling, process improvements, and service enhancements
• Facilitate regular service review meetings with clients and internal stakeholders

• Ensure IT operations adhere to information security policies, GRC (Governance, Risk, Compliance) frameworks, and client security requirements
• Coordinate vulnerability management, patch…