IT Operations Manager

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally.

There’s no one like you and that’s why there’s nowhere like RSM.

The IT Operations Manager leads professionals in monitoring, maintaining, and improving system performance and data processing activities. Oversees daily operational execution, supports short‑term strategic initiatives, and ensures reliable delivery of IT services. Resolves moderately complex operational issues and drives improvements that strengthen the resilience and efficiency of technology environments.

• Own End-to-End Platform Operations
• Leads day-to-day IT operations across supported platforms, ensuring stability, performance, and responsiveness to incidents while maintaining strong engagement with business stakeholders.
• Balance Hands-On Support with Strategic Operations
• Actively participates in L2/L3 support escalations and service health management while driving improvements in operational maturity, efficiency, and scalability.
• Drive ITIL-Aligned Service Management
• Ensures effective execution and continuous improvement of Incident, Problem, Change, and Request Management processes, aligned to ITIL best practices and Agile delivery cadence.
• Lead Platform Operations & Application Lifecycle Management (ALM)
• Oversees the operational lifecycle of applications—from deployment readiness through production support and decommissioning—ensuring seamless coordination between Dev, QA, and Operations.
• Champion Service Now & CSDM/CMDB Maturity
• Leads adoption and governance of Service Now capabilities, including CMDB and CSDM alignment, ensuring accurate service mapping, data integrity, and operational visibility across platforms.
• Ensure Operational Readiness & Release Coordination
• Partners closely with delivery teams to ensure production readiness, including go-live support, deployment planning, and risk mitigation for business-critical periods.
• Operational Metrics, Reporting & Continuous Improvement
• Owns service performance metrics (e.g., SLA adherence, ticket trends, MTTR, CSAT), using insights to drive process optimization and improve end-user experience.
• Compliance & Risk Management
• Maintains adherence to enterprise compliance frameworks (e.g., ISQM, SOC II), ensuring audit readiness, proper controls, and documentation across operational processes.
• Vendor & Third-Party Application Support Oversight
• Coordinates support and issue resolution across third-party platforms and internally developed cloud solutions, ensuring accountability and performance across all service providers.
• Leadership, Communication & Cross-Team Coordination
• Acts as a central point of coordination across business, IT, and vendor teams; communicates effectively during incidents, escalations, and routine operations; and fosters strong collaboration across global teams.

• Bachelor’s degree in information technology, computer science, or a related field, or equivalent experience.
• Experience leading IT operations functions or supervising professional technical staff.
• Strong understanding of systems monitoring, data processing workflows, infrastructure operations, and incident response.
• Proven ability to manage moderately complex operational challenges.
• Strong organizational, analytical, and communication skills.
• Experience influencing cross‑functional partners and supporting policy or strategy implementation.

• Leadership:
  Guides and develops IT operations professionals, setting expectations and supporting performance.
• Operational Management:
  Oversees daily execution of IT processes and ensures operational consistency.
• Problem Solving:
  Addresses moderately complex technical and operational issues with sound judgment.
• Collaboration:
  
  Works effectively with technical and business partners across the…