Lead IT Business Operations

Job Summary

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast‑paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high‑speed connectivity solutions that keep the world connected.

The IT Business Operations Strategy Lead is a senior individual contributor responsible for driving strategic initiatives that modernize, automate, and strengthen the Service Desk. This role focuses on improving processes, technology platforms, service readiness, automation, ticket quality, and cross‑functional alignment.

The Strategy Lead partners with CCTO, Engineering, Identity Operations, Client Operations, Change Management, Problem Management, Reporting and Service Now Platform teams to ensure the Service Desk is informed, prepared, and continuously improving. This position leads modernization efforts, program delivery, analysis, and enablement work that supports the operational team and elevates the capabilities of the entire Service Desk organization.

Strategic Modernization & AI/Automation

• Serve as the primary lead for the rollout and adoption of People Reign Agentic AI, ensuring the Service Desk maximizes automation and AI‑assisted triage.
• Partner with internal teams to identify automation opportunities and drive execution of high‑impact improvements.
• Analyze ticket and contact trends to recommend targeted automation, workflow, and process enhancements.

Technology & Platform Enablement

• Lead efforts to modernize the IVR and contact routing platform to a modern call‑based solution.
• Partner with Service Now or future ITSM teams to redesign and optimize catalog items, templates, forms, and workflows.
• Develop documentation, standards, and design patterns to ensure consistent support workflows and knowledge management.

Process & Governance Alignment

• Act as the liaison for Problem Management identifying trends, reviewing root causes, and driving follow‑through with owners.
• Participate in STR (Service Transition Review) to ensure the Service Desk is prepared for new product deployments, tools, or changes in service scope.
• Engage in Change Management meetings to evaluate potential impacts on frontline support and communicate required readiness steps.
• Lead SOX/IAM compliance efforts related to access reviews, process documentation, and audit support.

Analytics & Continuous Improvement

• Partner closely with the Manager, Service Desk Operations to translate insights into actionable frontline changes.
• Identify gaps in processes, documentation, or tooling and collaborate with cross‑functional partners to address them.
• Track outcomes of improvement initiatives, ensuring measurable value and operational benefit.

Cross‑Functional Partnership

• Work with CCTO, Engineering, Product, Cloud, Identity Ops, and Client Ops to anticipate support impacts for upcoming releases.
• Ensure the Service Desk is not blindsided by new product launches, technology rollouts, or changes in systems.
• Build relationships across the business to strengthen communication channels and information flow.

Required Skills & Qualifications

• 5+ years of experience in IT Service Desk, IT Operations, Problem Management, or similar ITSM function.
• Strong understanding of ITSM processes, Service Now, and Service Desk workflows.
• Demonstrated experience with automation, AI platforms, or process modernization initiatives.
• Excellent analytical and documentation skills, including the ability to translate data into actionable insights.
• Strong communication skills with the ability to lead initiatives without direct people management.

Preferred Qualifications

• ITIL Foundation Certification.
• Experience with Service Now workflow design or optimization.
• Experience with IVR/contact center modernization.
• Knowledge of SOX/IAM compliance processes.
• Experience with AI/machine learning or automation tools (e.g., People Reign, chatbots, RPA).

Success Indicators for This Role

• Increased automation and measurable reductions in manual workload.
• Improved Service Now template…