Senior IT Strategy and Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct in-depth analysis of current IT service performance metrics and establish baseline metrics at the team level across service delivery, support quality, system reliability, and operational health.

• Create and implement standardized IT operations metrics (such as uptime, ticket resolution, SLA compliance) and dashboards for IT teams to facilitate uniform measurement and transparency.

• Collaborate with IT leadership to ensure metrics are actionable, aligned with business objectives, and utilized for the development and revision of OKRs, QBRs, and MBRs for senior leadership.

• Evaluate and optimize the existing IT operating cadence (including change management, incident response, project planning, and post-mortems) to minimize overhead and enhance team autonomy.

• Establish consistent rhythms and project management processes (such as quarterly planning, sprint planning, stakeholder meetings, operational reviews) while allowing flexibility at the team level.

• Review current IT service management (ITSM) processes to identify gaps and risks that affect system reliability, support availability, and end-user satisfaction.

• Partner with Security and cross-functional business units to promote the adoption of IT best practices, tools, and collaboratively developed solutions.

• Discover opportunities for automation within IT support and infrastructure workflows (including provisioning, monitoring, troubleshooting) to decrease manual effort and operational toil.

• Advocate for continuous improvement initiatives that enhance IT staff efficiency, ensure scalable practices, and lessen escalations and friction for end-users.

⛳️ Requirements

• Over 5 years of experience in IT operations, with a robust background in project management, service management metrics (including SLAs, KPIs, OKRs), and large-scale technology execution.

• Demonstrated capability to define metrics, analyze data, and drive impactful change based on insights.

• Exceptional stakeholder management and influencing abilities across IT, business, and leadership levels.

• A proactive mindset towards establishing structure, navigating ambiguity, and developing scalable practices in areas where they are not yet in place.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day at Spring.

• You and your dependents will have access to One Medical accounts, and HSA and FSA plans are available, with Spring contributing up to $1K for HSAs, based on your plan type.

• An employer-sponsored 401(k) match of up to 2% for your retirement planning.

• A yearly allowance for no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• Competitive paid time off policies are available, including vacation, sick leave, and company holidays.

• After 6 months of tenure with Spring, you will be eligible for parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a psychology-based weight management program tailored to your specific needs and goals.

• Fertility care support through Carrot, along with a $4,000 reimbursement for related fertility expenses.

• Access to Wellhub, which connects employees to top options for fitness, mindfulness, nutrition, and sleep in a single subscription.

• Access to BrightHorizons, providing sponsored childcare, backup care, and elder care services.

• Up to $1,000 Professional Development Reimbursement annually.

• $200 per year in donation matching to support your preferred causes.