Manager, IT Service Operations

Echo Star is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

Candidates must be willing to participate in at least one in-person interview.

This role solves complex operational bottlenecks across Change, Problem, Dev Ops, and IT Service Management functions to drive organizational excellence. The position addresses gaps in automated service delivery, system security, and continuous deployment workflows by implementing modern Dev Ops and ITSM frameworks. Additionally, it resolves alignment and compliance challenges by establishing robust SLA/OLA frameworks and introducing an AI-first strategy to optimize routine IT service delivery.

• Lead a multidisciplinary team responsible for Change, Problem, Dev Ops, and ITSM metrics to align daily operations with strategic business goals
• Develop and execute an AI-first strategy and roadmap to optimize routine IT service requests and improve overall ITSM operational efficiency
• Establish self-auditing capabilities and run Change Advisory Board reviews to ensure compliance and reliable continuous integration/deployment processes
• Oversee process performance to guarantee that published Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) are consistently met
• Deliver strategic and tactical recommendations to executive leadership through comprehensive trend analysis and performance metrics reporting

• Strategic leadership expertise to mentor IT professionals, manage cross-functional teams, and hire top-tier technical talent
• Advanced AI application skills to automate self-service capabilities and elevate continuous service delivery standards
• In-depth mastery of enterprise Change Control and Problem Management process design
• Expertise in software configuration management, continuous integration, automated deployment, and system security practices
• High-impact communication and stakeholder management abilities to present key metrics and present insights to executive leadership

• Minimum Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Minimum Experience: 4 years of progressively related experience in IT Service Management, Dev Ops, or Software Configuration Management
• Required Technical
  
  Skills:
  
  Must have experience with:
  • Code repository management and continuous integration tools (e.g., Jenkins, SVN, Git, Team Foundation Server, Artifactory, Service Now)
  • Enterprise Change Control and Problem Management process design
  • IT Service Management metrics tracking and reporting tools

Compensation: $96,250.00/Year - $/Year

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here:
Echo Star Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work…