Senior Manager, IT Operations Do you excel in orchestrating high-quality end-user experiences, driving digital innovation, and fostering productive hybrid work environments? If you're passionate about optimizing technology support and enhancing employee engagement, we invite you to explore this opportunity. We are seeking a Senior Manager to lead our IT support/service team, leveraging expertise in digital technology, employee engagement, and organizational leadership.

 

Responsibilities

• Digital Employee Experience Strategy: Develop and execute a comprehensive strategy aligned with organizational objectives, focusing on enhancing employee experiences and productivity through digital initiatives.
• Technology Integration: Assess and implement cutting-edge digital tools and platforms to streamline workflows and ensure a seamless user experience across the organization.
• Employee Engagement: Design and implement digital initiatives to enhance employee engagement, leveraging feedback mechanisms to continuously improve user satisfaction.
• End User Technology Strategy: Develop and maintain a strategic plan for end-user technology, staying abreast of industry trends and recommending innovative solutions.
• Service Delivery Management: Oversee timely resolution of technology-related issues, ensuring adherence to service level agreements and maintaining high customer satisfaction.
• Vendor Management: Collaborate with vendors to deliver outsourced end-user services, negotiating contracts and monitoring service levels.
• Organizational Change Management: Facilitate smooth adoption of new technologies through effective communication, training, and support initiatives.
• Data Analytics: Utilize analytics to measure initiative success, generate insights, and identify areas for improvement.
• Security and Compliance: Ensure end-user services adhere to security policies and compliance requirements, implementing data protection measures and user authentication protocols.
• Collaboration and Communication: Foster collaboration between IT, HR, and other departments, implementing communication strategies to keep employees informed about digital initiatives.
• Team Leadership: Lead a global team of IT professionals, providing guidance, mentorship, and establishing performance metrics.
• Continuous Improvement: Implement frameworks for continuous improvement to enhance the efficiency and effectiveness of end-user services, soliciting user feedback and leveraging data analytics.

Required Qualifications and Skills

• Bachelor's degree or equivalent experience.
• 10+ years of experience in end-user service management and IT end-user services.
• 5+ years in a leadership role.
• Expertise with Cloud-based IAM (SSO) platforms, such as Okta and OneLogin.
• Technical proficiency in end-user technologies, collaboration tools, and employee engagement platforms (e.g., Google Workspace, Zoom, Slack).
• Strong project management and organizational skills.
• Excellent communication and interpersonal abilities.
• Ability to lead and influence cross-functional teams.

 

About Us

Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

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The expected annual base salary range for this position is $150,000 - $170,000. Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, location, and experience. In addition to base pay, certain roles are eligible to participate in our bonus or commission plans, as well as our benefits offerings, and equity awards.