IT Operations & Service Delivery Manager

Spaulding Ridge is an advisory and IT implementation firm. We help global organizations get financial clarity into the complex daily sales and operational decisions that impact profitable revenue generations efficient operational performance and reliable financial management.

At Spaulding Ridge we believe all business is personal. Core to our values is our relationships with our clients our business partners our team and the global community. Our employees dedicate their time to helping our clients transform their business from strategy through implementation and business transformation.

What You Will Do and Learn

As the IT Operations & Service Delivery Manager you will be responsible for leading and managing Service Desk operations End User Services Asset Management Infrastructure Operations coordination vendor relationships and enterprise service delivery. You will play a critical role in ensuring a consistent scalable and high-quality technology experience for employees globally.

This role requires a strong operational leader who can manage day-to-day support activities while driving process improvement automation service excellence and vendor accountability. The position will also serve as the operational owner of Jira Service Management and support key initiatives related to employee lifecycle management asset lifecycle management and IT service modernization.

The role supports a global workforce and requires regular overlap with US Central Time business hours with availability until at least 1:00 PM CT.

Ideal candidates will be able to:

Service Desk & End User Services Management:

• Oversee the operations of the IT Service Desk ensuring efficient and effective support services are provided to end users globally.
• Manage Service Desk personnel including recruitment training performance evaluation coaching and professional development.
• Develop and maintain service desk processes procedures workflows and operational standards.
• Implement and enforce service management best practices to maintain a high level of customer satisfaction.
• Monitor Service Desk performance metrics KPIs SLAs ticket trends and service quality.
• Lead continuous improvement initiatives to improve efficiency productivity and user experience.
• Act as the primary escalation point for complex operational issues and service interruptions.

IT Operations & Technical Leadership

• Provide leadership and oversight for day-to-day IT Operations activities.
• Coordinate support activities across Service Desk Infrastructure Security and Enterprise Applications teams.
• Provide guidance and mentorship to support analysts and operational staff.
• Assist with escalation management and complex troubleshooting activities when required.
• Support implementation and adoption of new technologies tools and operational processes.
• Partner with Enterprise Architecture and Infrastructure teams to ensure operational readiness and service continuity.

Infrastructure Cloud Operations & Vendor Management

• Coordinate operational support activities related to cloud infrastructure endpoint management and enterprise platforms.
• Manage relationships with managed service providers (MSPs) technology vendors and support partners.
• Conduct operational reviews with vendors and monitor SLA performance.
• Ensure vendors meet contractual obligations and service expectations.
• Coordinate escalations and service improvement initiatives with external partners.
• Support operational governance of cloud services and enterprise technology platforms.

Asset Lifecycle Management

• Own the lifecycle management of employee technology assets.
• Maintain governance over inventory procurement coordination deployment recovery and disposal processes.
• Coordinate onboarding and offboarding hardware logistics globally.
• Ensure accurate asset tracking reporting and lifecycle management.
• Drive improvements to hardware provisioning recovery and inventory management processes.

Employee Lifecycle & IT Operations Support

• Provide end to end operational support for employee onboarding offboarding and employee transitions.
• Coordinate user account management access requests hardware provisioning and technology readiness.
• Partner with HR Security and Infrastructure teams to ensure smooth employee lifecycle processes.
• Maintain documentation operational procedures and knowledge articles.
• Support automation initiatives related to employee lifecycle management and access management processes.

Jira & IT Service Management Ownership

• Serve as the operational owner for Jira and Jira Service Management platforms.
• Maintain governance standards workflows permissions reporting and service management processes.
• Partner with business stakeholders to support platform adoption and continuous improvement.
• Coordinate Jira enhancements and support activities with implementation partners and vendors.
• Ensure Jira and ITSM platforms support organizational standards and operational objectives.

Security & Compliance Support

• Support IT operational compliance and security initiatives.
• Coordinate with Security teams during investigations incidents and remediation activities.
• Ensure operational processes align with company security policies and standards.
• Fulfill responsibilities defined by the organizations Information Security Management System (ISMS).
• Assist with audits access reviews and compliance reporting as required.

Performance Management & Reporting

• Create maintain monitor and report on Service Desk and IT Operations KPIs and SLAs.
• Conduct regular team meetings performance reviews and operational reviews.
• Analyze trends and identify opportunities for automation optimization and service improvement.
• Present operational performance risks and recommendations to leadership.
• Act as an ambassador for IT initiatives and build strong cross-functional relationships across the organization.

Qualifications:

• BA/BS (or equivalent experience) in Computer Science Information Systems Cybersecurity Business Technology or a related field.
• 8years of experience in IT Operations Service Delivery Service Desk Management Infrastructure Operations or End User Services.
• Experience managing MSPs vendors and external technology partners.
• Strong experience with Microsoft 365 Microsoft Entra ID (Azure AD) Intune and endpoint management.
• Experience with Jira and Jira Service Management administration and governance.
• Strong understanding of IT service management principles and operational best practices.
• Experience supporting cloud-based environments and enterprise SaaS platforms.
• Comfortable working in a fast-paced international environment.
• Highly organized detail-oriented flexible and capable of managing multiple priorities simultaneously.
• Strong communication stakeholder management and leadership skills.
• Ability to influence drive change and champion new initiatives across the organization.
• In-depth practical knowledge of troubleshooting and administration of commonly used applications.
• Experience with employee lifecycle automation and identity management processes.
• Experience driving automation and operational transformation initiatives.
• Experience supporting globally distributed workforces.
• Ability to work overlapping hours with US Central Time teams including availability through approximately 1:00 PM CT as part of regular working hours.

Strong verbal and written English communication skills required. Ability to work directly with US-based business and technology stakeholder

Spaulding Ridges Commitment to an Inclusive Workplace

When we engage the expertise insights and creativity of people from all walks of life we become a better organization we deliver superior services to clients and we transform our communities and world for the better.

At Spaulding Ridge we believe our team should reflect the rich diversity of society and we take seriously the responsibility to cultivate a workplace where every bandmate feels accepted respected and valued for who they are. We do this by creating a culture of trust and belonging through practices and policies that support inclusion and through our employee led Employee Resource Groups (ERGs): CRE (Cultural Race and Ethnicity) Women Elevate PROUD and Mental Wellness Alliance.

The company is committed to offering Equal Employment Opportunity and to providing reasonable accommodation to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Spaulding Ridge and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to our VP of Human Resources Cara Halladay (). Requests for reasonable accommodation will be considered on a case-by-case basis.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin gender sexual orientation gender identity protected veteran status or disability.