Manager, Platform and Operations (Remote)

Who is Trace3

Trace3 is a leading Transformative IT Authority providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate Automate Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine California. We employ more than 1200 people all over the United States. Our major field office locations include Denver Indianapolis Grand Rapids Lexington Los Angeles Louisville Texas San Francisco.

Ready to discover the possibilities that live in technology

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the big picture. We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice -The Stuff it takes to be a Needle Mover

We get things done and drive results. We lead without a title empowering others through a can-do attitude. We look forward to the goal mentallymapping outevery checkpoint on the pathway to success and visualizing what the final destination looks and feels like.

Teamwork -Humble Hungry and Smart

We are humble individuals who understand how our job impacts the companys mission. We treat others with respect admit mistakes give credit where its due and demonstrate transparency. We bring the weather by exhibiting positive leadership and solution-focused thinking. We hug people in their trials struggles and failures not just their success. We appreciate the individuality of the people around us.

About the Role:

The Platforms and Operations Manager is responsible for leading the operational execution governance and continuous improvement of Managed Services delivery through both people and technology enablement. This role owns the intersection of service operations and platform performance ensuring that stable scalable and well-governed systems support Managed Services teams.

This position provides direct leadership over the Managed Services Platform Team and serves as the primary operational owner for core platforms such as ServiceNow LogicMonitor N-able and related tooling. The Platforms and Operations Manager ensures these platforms are optimized to reduce delivery friction improve cross-team handoffs increase automation adoption and enable consistent high-quality service delivery across Service Desk NOC and SOC functions.

Acting as a central point of coordination this role partners closely with Managed Services leadership platform stakeholders and technology vendors to drive process standardization platform reliability and measurable outcomes aligned to SLAs customer satisfaction operational efficiency and business growth.

What Youll Do:

• Provide oversight and continuous improvement of service management and operational processes across Managed Services
• Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization reliability and alignment with delivery processes.
• Strong hands-on experience with enterprise ITSM and monitoring platforms
• Demonstrated ability to design standardize and improve operational processes across multiple teams.
• Experience driving automation workflow optimization and tool integrations in a managed services environment.
• Strong understanding of ITIL-based service management concepts (incident Request Change Problem SLAs).
• Proven ability to translate business and operational requirements into scalable platform solutions.
• Experience managing vendor relationships licensing models and cost controls.
• Identify inefficiencies bottlenecks and handoff challenges impacting delivery velocity and customer outcomes.
• Lead process improvement initiatives focused on reducing delivery delays increasing automation effectiveness and improving prioritization.
• Create improve and maintain policies and procedures that support customer satisfaction and on-time delivery.
• Educate and enforce adherence to process standards methodologies and governance frameworks.
• Identify gaps in resources skills or processes that may impact service delivery and facilitate discussions to address them.
• Excellent communication and stakeholder management skills with the ability to influence across teams and leadership levels.
• Strong analytical and reporting skills with a focus on metrics-driven decision making.

Qualifications:

• 7 years of experience in IT Managed Services IT Operations IT Service Management or a related discipline.
• Previous experience in people management or team leadership preferably overseeing platform or operations-focused teams.
• Experience owning or optimizing ITSM and monitoring platforms (e.g. ServiceNow LogicMonitor N-able or similar).
• Strong understanding of platform governance change control and release management in production environments.
• Experience driving workflow optimization automation or tool integrations.
• Ability to manage competing priorities across platforms operations teams and stakeholders.
• Strong problem-solving mindset with an emphasis on continuous improvement.
• Customer-first mindset with the ability to balance standardization vs client-specific requirements.
• Experience developing and maintaining operational documentation (SOPs runbooks knowledge bases).

The Perks

• Comprehensive medical dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match 529 College Savings Plan Health Savings Account Life Insurance and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3s DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership character and passion in all that we do.

Were committed to fostering an inclusive workplace where everyone feels respected valued and empowered to grow. We recognize that embracing diversity drives innovation improves outcomes fosters collaboration boosts teammate satisfaction and builds a more inclusive culture.

As an equal opportunity employer Trace3 bases all employment decisions based on individual qualifications merit and business requirements. We do not engage in discrimination on the basis of race color religion sex (including gender identity sexual orientation and pregnancy) national origin age (40 or older) disability genetic information or any other characteristic protected by federal state or local law.

Any demographic information provided is strictly voluntary kept confidential in accordance with Equal Employment Opportunity (EEO) regulations and will not be used in employment decisions including hiring promotions or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview please email.

***To all recruitment agencies:Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.