Information Technology Operations Lead

Summary

The Information Technology Operations Lead provides operational leadership for enterprise technology services, ensuring reliable IT service delivery, effective vendor management, sound financial stewardship, and successful execution of technology initiatives. This role partners with business leaders, outsourced service providers, and technology vendors to align technology investments with organizational priorities while driving operational excellence, continuous improvement, and a high-quality end-user experience.

Responsibilities

IT Operations & Service Delivery

Lead day-to-day IT operations by coordinating outsourced managed service providers and internal stakeholders to ensure reliable, high-quality technology services.

Oversee incident, request, and problem management processes, ensuring timely resolution, service level compliance, and continuous improvement.

Monitor IT service performance using established metrics, including SLAs, response and resolution times, customer satisfaction, and operational health.

Coordinate end-user computing, including hardware procurement, asset lifecycle management, software licensing, and technology inventory.

Support enterprise application operations, system integrations, and technology readiness for new implementations.

Promote knowledge management, operational documentation, and process improvements that enhance service quality and user experience.

Technology Portfolio & Business Solutions

Coordinate the intake, prioritization, planning, and execution of technology initiatives aligned with organizational priorities and available resources.

Partner with business leaders, vendors, and technical teams to manage project timelines, dependencies, testing, deployment, and operational readiness.

Identify operational risks, competing priorities, and resource constraints, escalating issues and recommending solutions as appropriate.

Promote governance, documentation standards, and consistent operational practices across technology initiatives.

Financial & Vendor Management

Develop and manage the IT operating and capital budgets, including forecasting, expenditure monitoring, and variance analysis.

Evaluate technology investments, develop business cases, and identify opportunities to optimize technology spending and operational efficiency.

Manage relationships with outsourced service providers, consultants, and technology vendors, ensuring contractual obligations, service levels, and organizational expectations are met.

Coordinate vendor governance, contract renewals, Statements of Work, licensing, and performance reviews.

Reporting & Continuous Improvement

Develop executive dashboards and operational reports that provide visibility into service delivery, project status, financial performance, vendor performance, and key technology metrics.

Analyze operational data and recommend improvements that increase efficiency, reliability, automation, and customer satisfaction.

Maintain IT governance documentation, policies, operational procedures, and service standards.

Foster collaboration across business units to continuously improve technology services and support organizational objectives.

Education & Experience Requirements

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience in lieu of degree.

Experience

Seven (7) or more years of progressively responsible experience leading Information Technology operations, IT service delivery, enterprise applications, vendor management, or technology portfolio management.

Experience managing relationships with outsourced IT managed service providers, consultants, and technology vendors.

Experience overseeing enterprise technology operations, service delivery, or IT portfolio management.

Experience managing technology budgets, vendor contracts, and operational planning.

Experience supporting enterprise business applications or ERP platforms; NetSuite experience preferred.

Experience coordinating cross-functional technology initiatives and working effectively with both technical and business stakeholders.

Certifications - NA

Knowledge, Skills & Abilities

Ability to build and maintain effective working relationships with business stakeholders, technology vendors, and outsourced service providers to ensure reliable, high-quality technology services.

Comprehensive knowledge of Information Technology operations, IT service management (ITSM), enterprise business applications, technology governance, and outsourced service delivery models.

Knowledge of technology budgeting, financial planning, procurement, software licensing, contract administration, and vendor management.

Strong leadership, relationship-building, and collaboration skills with the ability to influence cross-functional teams, business leaders, and external partners without direct supervisory authority.

Strong analytical, organizational, project coordination, and problem-solving skills with the ability to manage multiple priorities and competing deadlines.

Excellent written, verbal, and presentation communication skills, including the ability to communicate technical concepts to non-technical audiences.

Ability to analyze operational and financial data, develop meaningful performance metrics, and recommend technology solutions that improve service delivery, operational efficiency, and business outcomes.

Ability to identify operational risks, evaluate technology investments, and develop practical, cost-effective solutions that align with organizational priorities.

Ability to effectively leverage artificial intelligence (AI) tools and technologies to streamline workflows, enhance productivity, improve decision-making, and increase overall work quality.

Ability to effectively leverage artificial intelligence (AI) tools and technologies to streamline workflows, enhance productivity, and improve overall work quality.

Physical Requirements

This position operates in a typical office environment (which includes a home office setting) and requires the ability to perform essential job functions with or without reasonable accommodation. Physical requirements may include:

Prolonged periods of sitting at a desk and working on a computer.

Frequent use of hands and fingers for typing, handling documents, and using office equipment.

Occasional standing, walking, bending, and reaching.

Ability to lift and carry up to 30 pounds as needed.

Clear verbal and written communication skills for effective interaction with colleagues and stakeholders.

Work Environment

Hybrid Schedule (3 Days In-Office/2 Days Remote)

This position follows a hybrid work schedule, with Tuesday through Thursday in office and Monday and Friday remote.  Employees must be available during standard business hours, with core hours beginning between 8:00–9:00 a.m. and concluding between 5:00–6:00 p.m. local time.

Travel: Occasional 0 – 10%

#LI

The hiring range for this position is $100,000 to $120,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.