Optimum · 10 hours ago
Lead IT Business Operations
Plano, TX
Full-time
Onsite
Senior Level
5+ years expOptimum is a leader in connectivity solutions, seeking a Lead IT Business Operations Strategy Lead to drive strategic initiatives for the Service Desk. This senior role focuses on modernizing processes, enhancing automation, and fostering cross-functional partnerships to improve service delivery and operational efficiency.
Telecommunications
Responsibilities
Serve as the primary lead for the rollout and adoption of PeopleReign Agentic AI, ensuring the Service Desk maximizes automation and AI-assisted triage
Partner with internal teams to identify automation opportunities and drive execution of high-impact improvements
Analyze ticket and contact trends to recommend targeted automation, workflow, and process enhancements
Lead efforts to modernize the IVR and contact routing platform to a Modern call-based solution
Partner with ServiceNow or future ITSM teams to redesign and optimize catalog items, templates, forms, and workflows
Develop documentation, standards, and design patterns to ensure consistent support workflows and knowledge management
Act as the liaison for Problem Management identifying trends, reviewing root causes, and driving follow-through with owners
Participate in STR (Service Transition Review) to ensure the Service Desk is prepared for new product deployments, tools, or changes in service scope
Engage in Change Management meetings to evaluate potential impacts on frontline support and communicate required readiness steps
Lead SOX/IAM compliance efforts related to access reviews, process documentation, and audit support
Partner closely with the Manager, Service Desk Operations to translate insights into actionable frontline changes
Identify gaps in processes, documentation, or tooling and collaborate with cross-functional partners to address them
Track outcomes of improvement initiatives, ensuring measurable value and operational benefit
Work with CCTO, Engineering, Product, Cloud, Identity Ops, and Client Ops to anticipate support impacts for upcoming releases
Ensure the Service Desk is not blindsided by new product launches, technology rollouts, or changes in systems
Build relationships across the business to strengthen communication channels and information flow
Qualification
Required
5+ years of experience in IT Service Desk, IT Operations, Problem Management, or similar ITSM function
Strong understanding of ITSM processes, ServiceNow, and Service Desk workflows
Demonstrated experience with automation, AI platforms, or process modernization initiatives
Excellent analytical and documentation skills, including the ability to translate data into actionable insights
Strong communication skills with the ability to lead initiatives without direct people management
Preferred
ITIL Foundation Certification
Experience with ServiceNow workflow design or optimization
Experience with IVR/contact center modernization
Knowledge of SOX/IAM compliance processes
Experience with AI/machine learning or automation tools (e.g., PeopleReign, chatbots, RPA)
Company
Optimum
At Optimum, we believe in the power of connection. We deliver fast internet, mobile, TV, and phone services to millions of homes and businesses.
5001-10000 employees
H1B Sponsorship
Optimum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (1)
2023 (2)
2022 (5)
2021 (2)
2020 (4)
Funding
Current Stage
Late StageCompany data provided by crunchbase