Job Description

The Operations Manager is a strategic, process-driven leader responsible for ensuring consistent, predictable, and measurable operational performance across Cloud, Datacenter, End-User Computing, Applications Development/Support, and Security functions. This includes fully integrating our 3rd party Managed Service Providers and contractors. This role does not include direct reports; instead, it relies on influence, cross-functional leadership, strong process ownership, and data-driven governance to ensure IT operational excellence.

The Operations Manager serves as the ITSM process owner, a KPI and metrics architect, and a change agent with the mandate to drive adoption, accountability, and maturity across the organization.

Responsibilities:

• ITSM Leadership & Operational Governance: Own and improve ITSM processes leveraging ITIL best practices, lead root-cause analysis, maintain governance, manage escalations, and coordinate service reviews.
• Ensure full integration of 3rdparty Managed Service providers in our ITSM/ITIL processes, ensuring compliance and effective utilization of 3rd party resources.
• KPI, Metrics & SLA Management: Define KPIs, SLOs, and SLAs; build dashboards; analyze trends; and hold teams accountable through data.
• Monitoring, Observability & Tooling Leadership: Lead monitoring strategy (Datadog preferred); define alerting standards; partner with engineering for instrumentation
• Operational Process : Coordinate across Cloud, Datacenter, EUC, Applications and Security teams to ensure consistent workflow execution.
• Change Leadership & Organizational Transformation: Act as a change agent driving adoption of new processes and technologies, managing resistance, and ensuring organizational readiness.
• Cross-Functional Influence Without Direct Authority: Build trusted partnerships and drive alignment using data and communication.
• Continuous Improvement & Service Maturity: Identify automation opportunities, maintain documentation, and drive operational maturity.

Essential Functions:

Essential Job Functions

% of Time on Function

ITSM Leadership & Operational Governance

30%

Performance Management & Metrics

15%

Monitoring & Observability

15%

Operational Process Ownership

15%

Change Leadership & Organizational Transformation/ Cross-Functional Leadership

25%

Total

100%

Job Requirements:

• Bachelor's degree or equivalent experience
• Minimum of 5 years of experience in ITSM, ITIL and operations governance.
• Strong KPI/SLA design and performance management experience.
• Strong Vendor management, with experience integrating 3rd party MSP’s and contractors.
• Strong Problem Management and troubleshooting process knowledge, root cause identification and corrective action implementation and closure.
• Familiarity with observability platforms such as Datadog.
• Understanding of Cloud, Datacenter, End User Computing (EUC), and Security operations.
• Demonstrated ability to influence without authority.
• Proven change leadership and process adoption experience.
• Strong communication, analysis, and stakeholder management skills.
• Experience with Agile methodologies and Jira

Preferred Qualifications:

• ITIL certification (v4 preferred).
• Experience in large-scale operational environments.
• Knowledge of platform engineering, DevOps, and observability frameworks.

Success Measures:

Success will be measured by improved KPI attainment, SLA performance, IT wide adoption of ITSM processes, reduced incidents, enhanced observability, effective influence across IT, and successful organizational change leadership.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

Salary Range (Norwalk, CT): $101,150.69 - $134,867.58

Annual Bonus Potential: 10%

HomeServe USA is an equal opportunity employer.

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