IT Operations Manager

This position is a pivotal individual contributor role in overseeing IT operations and ensuring they align with our business objectives. The IT Ops Manager will manage our relationship with our Managed Service Provider (MSP) and Managed Security Service Provider (MSSP), to guarantee optimal service delivery. Beyond vendor management, this role encompasses strategic oversight of data governance, application architecture, information security, and support for IT integration of new acquisitions, while occasionally providing internal IT support to reduce dependency on the MSP for certain key IT initiatives.

• Act as the primary liaison with the MSP, ensuring service delivery aligns with contractual expectations and organizational needs.
• Monitor and analyze Key Performance Indicators (KPIs) to assess the MSP’s performance, including service desk response times, incident resolution, and cybersecurity metrics.
• Guide technology direction in collaboration with the MSP technical account manager, ensuring alignment with Acuvance goals.
• Oversee contract compliance and negotiate adjustments as necessary to optimize service outcomes.

• Collaborate with Corporate Development and Integration Management Office teams on IT due diligence for mergers and acquisitions, coordinating with IT due diligence vendors.
• Support post‑acquisition IT integration efforts to harmonize systems and processes.
• Partner with the Privacy & Security Officer on integration related security governance, risk mitigation efforts, and regulatory compliance activities.

• Provide internal IT support for certain key internal initiatives where appropriate, reducing overreliance on the MSP (e.g., setup Autopilot and Intune, configure SSO, establish Archiving policies).
• Maintain documentation for IT processes and systems to ensure operational continuity.
• Support data governance for the internal data warehouse and provide technical support for the data warehouse architecture.
• Oversee application architecture to control costs, minimize technical debt, and reduce system redundancies across teams.
• Assess and recommend solutions to streamline the application portfolio and enhance efficiency.
• For some applications, manage application access and permission structure design.

• Implement information security and privacy policies in coordination with the Privacy & Security officer.
• Oversee security measures provided by the MSP (e.g., vulnerability scanning, antivirus, email security) and ensure robust protection of sensitive data.
• Support responses to security incidents in coordination with the Security & Privacy Officer.

• Administer and secure our Microsoft tenants and domains, complementing MSP’s managed services.
• Coordinate with MSP on Microsoft‑related services, such as Office 365 backups and trusted access configurations.
• Align IT strategies and initiatives with the company’s integration and growth objectives under the direction of the VP of Integrations.

• Education
  :
  Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree or certifications (e.g., CISSP, CISM, PMP) are advantageous.
• 5-7 years of IT management experience, including at least 3 years overseeing MSPs or similar vendors.
• Demonstrated expertise in application architecture and information security.
• Hands‑on experience managing Microsoft environments, including Azure, tenant, and domain administration.
• Familiarity with IT due diligence and integration in a corporate development or private equity context is nice to have.
• Strong relationship management and negotiation skills to effectively oversee the MSP.
• Excellent analytical and problem‑solving capabilities.
• Ability to distill complex technical concepts for non‑technical stakeholders.
• Project management proficiency to juggle multiple priorities.
• Knowledge of cybersecurity best practices and tools (e.g., vulnerability scanning, endpoint security).
• Strategic thinker with a proactive approach to challenges.
• High integrity and discretion in managing confidential information.
• Self‑motivated, capable of working independently in a remote environment while excelling in team collaboration.

• Competitive salary and comprehensive benefits package.
• Opportunity to contribute to a dynamic, growing organization.
• Remote work flexibility with occasional travel to office locations.
• Access to professional development opportunities.
• A collaborative and inclusive work culture.

Think you've got what it takes? Join our team and become part of our growth journey!