Role Overview
As Manager, Platform and Operations, you will lead the systems and processes that power Managed Services delivery. You'll ensure platforms are stable, scalable, and aligned with operational needs across Service Desk, Network Operations, and Security Operations. Your leadership will directly shape how teams use technology to meet customer commitments and improve service outcomes.
Key Responsibilities
- Oversee and refine service management workflows and operational practices across Managed Services teams
- Manage the performance and adoption of core platforms including ServiceNow, LogicMonitor, and N-able
- Pinpoint inefficiencies, handoff delays, and systemic bottlenecks affecting service delivery speed and quality
- Lead initiatives to streamline processes, increase automation, and improve prioritization across teams
- Develop and maintain operational policies, procedures, and governance standards
- Ensure teams follow established methodologies and compliance frameworks
- Identify gaps in skills, tools, or processes that could impact service reliability
- Coordinate with leadership, platform owners, and vendors to align priorities and resolve issues
- Advance platform consistency, system uptime, and measurable performance tied to SLAs, efficiency, and growth goals
Required Qualifications
- 7+ years in IT Managed Services, IT Operations, or IT Service Management
- Proven experience managing teams focused on platforms or operations
- Hands-on ownership or optimization of ITSM and monitoring tools such as ServiceNow, LogicMonitor, or N-able
- Familiarity with change control, release management, and production environment governance
- Track record improving workflows, automation, or system integrations
- Ability to balance multiple platform and stakeholder demands
- Strong problem-solving skills with a focus on continuous improvement
- Customer-oriented mindset with the ability to balance standard processes with client-specific needs
- Experience creating and maintaining operational documentation like SOPs and runbooks
Preferred Qualifications
- Deep technical experience with enterprise ITSM and monitoring platforms
- History of designing and standardizing processes across multiple operational teams
- Experience implementing automation and workflow improvements in managed services
- Understanding of ITIL practices including incident, request, change, and problem management
- Ability to translate business needs into scalable technical solutions
- Experience managing vendor contracts, licensing, and cost efficiency
- Strong communication and influence skills across technical and leadership audiences
- Proficiency in metrics, reporting, and data-driven decision making
