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California School Boards Association · 5 hours ago

Manager, Service Operations, IT

West Sacramento, CA

Full-time

Hybrid

Senior Level

5+ years exp

California School Boards Association is seeking a Manager of Service Operations to oversee the delivery and performance of IT services across the organization. The role involves managing IT hybrid infrastructure, driving initiatives for service level enhancement, and ensuring customer satisfaction while aligning IT services with business needs.

Education Management

Hiring Manager

Katie Riordan

Responsibilities

Ensure consistent, high-quality IT service delivery that meets or exceeds service targets as measured by Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and customer satisfaction metrics

Oversee enterprise-wide service management processes (incident, problem, asset, configuration, change, release and request)

Establish, monitor and report operational measures to transparently demonstrate service performance and drive preventative and corrective action

Conduct regular stakeholder service reviews to ensure evolving business needs are met

Lead major incident response efforts, coordinating team resolution, stakeholder communication and debrief for learnings

Drive root cause analysis to eliminate recurring problems by implementing preventive measures

Maintain critical resources and manage environmental change to minimize business risk and avoid service disruptions

Optimize service effectiveness through process efficiency and automation

Drive adoption of best practices, policies and procedures

Champion a culture of detail orientation, process improvement, accountability, innovation and operational excellence

Lead, mentor and develop IT operations staff individually and as a high-performing team, including goal setting, performance evaluation, professional development and team collaboration

Plan and allocate resources effectively across operational priorities and project work, supporting current capacity and scaling to meet future demands

Develop and manage the IT service operations budget, including staffing, tools, infrastructure and service contracts, optimizing cost against service quality

Foster a collaborative, transparent, high-performance and customer-focused culture

Serve as the primary contact/escalation point for all IT service-related issues

Maintain strong working relationships with business units to align IT services to enterprise needs

Amplify customer voice and ensure customer satisfaction through delivery of world-class customer service

Communicate service performance, issues and planned improvements

Coordinate with other IT teams (development, infrastructure, quality and projects) to align operational priorities

Manage relationships with third-party vendors, ensuring value delivery, contract compliance and performance

Ensure operational compliance with company policies, IT security standards, regulatory requirements and industry best practices

Own disaster recovery planning, testing and execution for all IT services

Monitor operational risks and implement mitigation strategies

Conduct IT service audits and implement resulting recommendations for improvement

Define the vision and strategy for IT service operations in alignment with CSBA business objectives and the IT departmental roadmap

Lead the development and implementation of IT Infrastructure Library (ITIL)-based service management frameworks and operational governance models

Partner with executive leadership to ensure IT services enable and support business transformation and growth

Read and demonstrate an understanding and adherence to CSBA values, policies, and practices

Demonstrate respect, honesty and professionalism at all times

Perform other duties as assigned

Qualification

ITIL v4 FoundationCloud servicesIT service management toolsResource managementProject Management ProfessionalProcess managementNetwork operationsAnalytical skillsLeadership skillsCommunication skillsProblem-solving skills

Required

Bachelor's degree or higher with major coursework in Information Technology, Computer Science, Management Information Technology, Engineering, or related field

At least five (5) years of progressive IT experience in IT service management or IT operations leadership

At least two (2) years of supervisory experience

Proven success in managing IT service delivery in medium-to-large organizations

Demonstrated resource management experience (leading teams, managing vendors, overseeing operational budgets)

Practical implementation of ITIL frameworks and IT service management best practices

Cloud services, hybrid infrastructure, and modern workplace technologies from a variety of providers (Microsoft, Amazon Web Services, Google)

IT service management tools (e.g., ServiceNow, SolarWinds, Jira Service Management)

Network, client, server, cloud, data, application and security operations

Principles and practices of project management

Principles and practices of process management

Principles and practices of budget, contracts and recordkeeping

Applicable Federal, State, and local laws, regulatory codes, ordinances and procedures relevant to municipal financial operations

Modern office practices, methods, computer equipment and computer applications related to the work

English usage, grammar, spelling, vocabulary and punctuation

Exercise excellent leadership and people management skills

Apply strong analytical, problem-solving and critical thinking skills

Model detail-orientation, data- and process-driven thinking

Demonstrate exceptional verbal and written communication skills via effective communication, clear and concise reporting, correspondence, and standards development (policies, procedures, etc.)

Analyze problems, evaluate solutions, and present results and recommendations in an effective manner

Manage multiple priorities in a fast-paced, ambiguous environment

Manage and deliver complex projects within constraints while mitigating risk

Plan, organize, assign, train, review and evaluate staff work through a variety of filing, recordkeeping, and tracking systems

Understand, communicate, and ensure compliance with Federal, State, and local policies, procedures, laws and regulations

Evaluate and develop improvements in operations, procedures, policies and methods

Effectively represent the division and the Association in meetings

Use tact, initiative, prudence, and independent judgment within general policy, procedural and legal guidelines

Establish, maintain, and foster positive and effective working relationships with stakeholders

Ability to maintain confidentiality and professionalism in all work

Ability to lift, carry, push, and pull materials and objects weighing up to twenty-five (25) pounds

Ability to sit at computer for long periods of time and have the dexterity to access, enter, and retrieve data using a computer keyboard or calculator, and operate standard office equipment

Ability to occasionally travel for conferences, trainings, workshops and meetings throughout California, including overnight stays

Limited vacation during peak periods