Senior Manager, IT Operations

What You’ll Do

• Lead and develop a global IT operations team, driving accountability, performance, and service excellence.
• Own service delivery performance, including MTTR, SLAs, backlog, and end‑user satisfaction.
• Establish and enforce a clear Tier 1 / Tier 2 / Tier 3 operating model.
• Lead major incident management and drive timely resolution and root cause analysis.
• Mature and enforce ITIL processes (incident, problem, and change management) using Service Now.
• Define and track operational KPIs and reporting to provide visibility into service performance.
• Oversee hybrid structure operations across Azure and on‑prem environments.
• Manage identity services across Active Directory and Microsoft Entra
  
  ID.
• Lead endpoint and device management strategy, including Intune, SCCM, and Autopilot.
• Ensure enterprise patching, endpoint compliance, and secure configuration management.
• Manage vendors, managed service providers, and third‑party partners, including SLAs and performance.
• Contribute to IT operations budgeting, cost control, and resource planning.
• Own disaster recovery, business continuity readiness, and capacity planning across global environments.
• Partner with manufacturing, laboratory (OT), and cross‑functional IT teams to drive reliability, standardisation, and continuous improvement.

• 12+ years of IT experience, including 5+ years leading infrastructure or operations teams.
• Proven ability to build, develop, and elevate global technical teams.
• Strong hands‑on experience with Microsoft Entra
  
  ID and Active Directory, Azure and hybrid infrastructure (AWS experience a plus).
• Endpoint management (Intune; SCCM a plus) and enterprise patching, compliance, and device lifecycle management.
• Microsoft
  365 ecosystem experience.
• Experience with ITSM tools and frameworks (Service Now required; ITIL strongly preferred).
• Demonstrated ability to improve operational performance through KPIs, SLAs, and process maturity.
• Experience managing vendors and third‑party service providers.
• Understanding of structured operations in regulated or manufacturing environments.
• Experience with disaster recovery, business continuity, and capacity planning.
• Strong leadership, communication, and stakeholder management skills.
• Operational mindset with a focus on reliability, scalability, and continuous improvement.
• Experience building and scaling high‑performing global teams, driving capability growth while fostering a collaborative, service‑oriented culture.
• Microsoft certifications are a strong plus.

The estimated base salary range for this role, based in the United States of America is $143,100–$200,000. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package.

We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.