IT Service Operations Manager

Description Schedule

This position is eligible for a hybrid work schedule, with a minimum of three (3) days in-office based out of our West Sacramento office and two (2) days working remotely.

Under general direction the Manager, Service Operations is responsible for effective service delivery and performance of Information Technology (IT) services across the Association, achieving committed service levels in alignment with the Association’s business needs. This position is accountable for the day-to-day operation of IT hybrid infrastructure (server, client, network, data, application, cloud, security) and related resources and processes. The position is also tasked with identifying and driving initiatives to enhance service levels and increase efficiency.

In pursuit of these objectives, the Manager, Service Operations provides direction for a team of IT service professionals, allocating financial, staff, and vendor resources to achieve outcomes. This position contributes to the strategy, planning, structure, and alignment of the IT department towards operational excellence through process focus, detail orientation, continuous improvement, and application of best practices. Customer engagement and satisfaction are paramount, delivering world-class customer service and business value through robust enterprise solutions.

The Manager, Service Operations provides complex and responsible support to the Chief Technology Officer (CTO) in areas of expertise and performs related work as required.

• Ensure consistent, high-quality IT service delivery that meets or exceeds service targets as measured by Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and customer satisfaction metrics.
• Oversee enterprise-wide service management processes (incident, problem, asset, configuration, change, release and request).
• Establish, monitor and report operational measures to transparently demonstrate service performance and drive preventative and corrective action.
• Conduct regular stakeholder service reviews to ensure evolving business needs are met.

• Lead major incident response efforts, coordinating team resolution, stakeholder communication and debrief for learnings.
• Drive root cause analysis to eliminate recurring problems by implementing preventive measures.
• Maintain critical resources and manage environmental change to minimize business risk and avoid service disruption.

• Optimize service effectiveness through process efficiency and automation.
• Drive adoption of best practices, policies and procedures.
• Champion a culture of detail orientation, process improvement, accountability, innovation and operational excellence.

• Lead, mentor and develop IT operations staff individually and as a high-performing team, including goal setting, performance evaluation, professional development and team collaboration.
• Plan and allocate resources effectively across operational priorities and project work, supporting current capacity and scaling to meet future demands.
• Develop and manage the IT service operations budget, including staffing, tools, infrastructure and service contracts, optimizing cost against service quality.
• Foster a collaborative, transparent, high-performance and customer-focused culture.

• Serve as the primary contact/escalation point for all IT service-related issues.
• Maintain strong working relationships with business units to align IT services to enterprise needs.
• Amplify customer voice and ensure customer satisfaction through delivery of world-class customer service.
• Communicate service performance, issues and planned improvements.
• Coordinate with other IT teams (development, infrastructure, quality and projects) to align operational priorities.
• Manage relationships with third-party vendors, ensuring value delivery, contract compliance and performance.

• Ensure operational compliance with company policies, IT security standards, regulatory requirements and industry best…