Senior Manager, IT Service Operations

Description

Company

SDI Presence LLC is a leading IT services firm that leverages its strong team presence to advance clients toward a secure digital enterprise. With a 30-year corporate resume, SDI delivers multi and hybrid cloud infrastructure managed services, consulting and advisory solutions, work and asset management solutions, and application modernization and managed services. SDI serves major airports, utilities, commercial real estate portfolios, and government agencies across the U.S. Visit us at www.sdipresence.com and connect with us on Xand LINKEDIN.

Summary

The Senior Manager, IT Service Operations serves as a key leadership role responsible for aligning and coordinating service delivery across all IT towers, including Network, Data Center, End User Computing (EUC), and Security. Reporting directly to the Delivery Executive, this role acts as the central point of operational integration to ensure all teams are aligned in processes, priorities, and workstreams. This role will provide cross-tower leadership and alignment across Network, Data Center, EUC, and Security teams. The position will ensure all tower leads are aligned on processes, priorities, and workstreams, and will serve as a key operational integrator

This position provides oversight of tower leads, drives consistency in service execution, and ensures that all operational activities support contractual obligations, service level agreements (SLAs), and City objectives.

SDI Presence Offers:

• A Competitive Salary range: $140,000 - $160,000/year
• Base salary may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonuses or commissions.
• Medical, Dental, Vision, company-provided Life Insurance, Short and long-term disability. Matched Retirement Savings, Wellness Program, Paid time off and much more!

Responsibilities

Cross-Tower Leadership & Alignment

• Provide leadership and oversight across Network, Data Center, EUC, and Security teams
• Ensure all tower leads are aligned on priorities, processes, and service delivery expectations
• Act as the primary integrator across towers to eliminate silos and improve coordination
• Standardize workflows, communication, and operational practices across all teams

Service Delivery Governance

• Oversee day-to-day IT operations to ensure consistent and reliable service delivery
• Ensure adherence to SLAs, KPIs, and contractual requirements
• Identify and resolve cross-team dependencies, risks, and service gaps
• Lead operational reviews and drive accountability across tower leads

Process & Operational Excellence

• Drive standardization of ITIL processes across all towers (Incident, Problem, Change, etc.)
• Ensure consistent execution of processes across teams
• Identify opportunities for efficiency, automation, and service improvement
• Lead continuous improvement initiatives across the IT environment

Team Leadership & Oversight

• Provide leadership and direction to tower leads across all service areas
• Hold teams accountable for performance, delivery, and customer satisfaction
• Support talent development, coaching, and performance management
• Ensure proper staffing alignment to meet operational demands

Stakeholder Engagement

• Serve as a key liaison between IT towers, executive leadership, and City stakeholders
• Provide regular updates on service performance, risks, and improvements
• Participate in governance meetings and operational reviews
• Ensure clear and consistent communication across all levels

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 5–12 years of experience in IT operations, infrastructure, or service delivery environments
• 5+ years of leadership experience managing technical teams or multiple service areas
• Proven experience working across multiple IT towers (Network, Data Center, EUC, Security)
• Strong understanding of ITIL processes and service management frameworks
• Ability to work onsite 4 days/week
• Experience in large enterprise or government environments preferred
• Demonstrated ability to lead cross-functional teams and drive alignment
• Strong communication, leadership, and organizational skills
• Experience with service management platforms (e.g., ServiceNow) preferred

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer Statement

SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Staffing Firms

SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.