The IT Operations Manager leads professionals in monitoring, maintaining, and improving system performance and data processing activities. Oversees daily operational execution, supports short-term strategic initiatives, and ensures reliable delivery of IT services. Resolves moderately complex operational issues and drives improvements that strengthen the resilience and efficiency of technology environments.

ESSENTIAL DUTIES:

1. Own End-to-End Platform Operations

• Leads day-to-day IT operations across supported platforms, ensuring stability, performance, and responsiveness to incidents while maintaining strong engagement with business stakeholders.

2. Balance Hands-On Support with Strategic Operations

• Actively participates in L2/L3 support escalations and service health management while driving improvements in operational maturity, efficiency, and scalability.

3. Drive ITIL-Aligned Service Management

• Ensures effective execution and continuous improvement of Incident, Problem, Change, and Request Management processes, aligned to ITIL best practices and Agile delivery cadence.

4. Lead Platform Operations & Application Lifecycle Management (ALM)

• Oversees the operational lifecycle of applications-from deployment readiness through production support and decommissioning-ensuring seamless coordination between Dev, QA, and Operations.

5. Champion ServiceNow & CSDM/CMDB Maturity

• Leads adoption and governance of ServiceNow capabilities, including CMDB and CSDM alignment, ensuring accurate service mapping, data integrity, and operational visibility across platforms.

6. Ensure Operational Readiness & Release Coordination

• Partners closely with delivery teams to ensure production readiness, including go-live support, deployment planning, and risk mitigation for business-critical periods.

7. Operational Metrics, Reporting & Continuous Improvement

• Owns service performance metrics (e.g., SLA adherence, ticket trends, MTTR, CSAT), using insights to drive process optimization and improve end-user experience.

8. Compliance & Risk Management

• Maintains adherence to enterprise compliance frameworks (e.g., ISQM, SOC II), ensuring audit readiness, proper controls, and documentation across operational processes.

9. Vendor & Third-Party Application Support Oversight

• Coordinates support and issue resolution across third-party platforms and internally developed cloud solutions, ensuring accountability and performance across all service providers.

10. Leadership, Communication & Cross-Team Coordination

• Acts as a central point of coordination across business, IT, and vendor teams; communicates effectively during incidents, escalations, and routine operations; and fosters strong collaboration across global teams.

QUALIFICATIONS:

• Bachelor's degree in information technology, computer science, or a related field, or equivalent experience.
• Experience leading IT operations functions or supervising professional technical staff.
• Strong understanding of systems monitoring, data processing workflows, infrastructure operations, and incident response.
• Proven ability to manage moderately complex operational challenges.
• Strong organizational, analytical, and communication skills.
• Experience influencing cross-functional partners and supporting policy or strategy implementation.

COMPETENCIES:

• Leadership: Guides and develops IT operations professionals, setting expectations and supporting performance.
• Operational Management: Oversees daily execution of IT processes and ensures operational consistency.
• Problem Solving: Addresses moderately complex technical and operational issues with sound judgment.
• Collaboration: Works effectively with technical and business partners across the organization.
• Execution: Drives results through strong planning, prioritization, and follow-through.
• Communication: Clearly conveys operational updates, requirements, and expectations.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $102,800 - $176,000

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.