Manager, Platform and Operations (Remote)

Role Overview

Platforms and Operations Manager to lead operational execution, governance, and continuous improvement of Managed Services delivery through both people and technology enablement. Owns the intersection of service operations and platform performance, ensuring stable, scalable, and well-governed systems support Managed Services teams.

You will provide direct leadership for the Managed Services Platform Team and serve as primary operational owner for core platforms including ServiceNow, LogicMonitor, N-able, and related tooling.

Responsibilities

• Oversee and continuously improve service management and operational processes for Managed Services
• Provide operational oversight of service management platforms to ensure effective utilization, reliability, and alignment with delivery processes
• Optimize platforms to:
  • Reduce delivery friction
  • Improve cross-team handoffs
  • Increase automation adoption
  • Enable consistent, high-quality service delivery
• Drive platform and process improvements across Service Desk, NOC, and SOC functions
• Translate business and operational needs into scalable platform solutions
• Coordinate with Managed Services leadership, platform stakeholders, and technology vendors to:
  • Standardize processes
  • Improve platform reliability
  • Deliver measurable outcomes aligned to SLAs, customer satisfaction, operational efficiency, and business growth

Requirements

• Hands-on experience with enterprise ITSM and monitoring platforms
• Ability to design, standardize, and improve operational processes across multiple teams
• Experience driving automation, workflow optimization, and tool integrations in a managed services environment
• Strong understanding of ITIL service management concepts, including:
  • Incident
  • Request
  • Change
  • Problem
  • SLAs

Nice-to-haves

• Experience managing technology vendors (the posting begins mentioning vendor management but is truncated)