Global IT Operations Leader — AI-Driven, High-Impact

OneTrust

Atlanta (GA)

On-site

USD 139,000 - 209,000

Full time

6 days ago

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Benefits offered by this job

Healthcare

PTO

Equity RSUs

Bonuses

Retirement plan

Parental leave

Career development

Job summary

OneTrust is seeking a Senior Manager, Global IT Operations to scale worldwide IT Operations, moving toward a data-driven, automation-first model. You will lead a distributed team across the Americas, EMEA, and APAC, drive service excellence, and align with security, infrastructure, and engineering to modernize workplace technology.

The role emphasizes executive visibility, KPI ownership, and a multi-year AI-enabled roadmap in a fast-growing SaaS environment.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
10+ years of progressive IT Operations experience, including 5+ years in a people leadership role.
Demonstrated experience leading geographically distributed global IT Operations teams.
Experience designing, scaling, or transforming IT Operations/service delivery models.
Strong understanding of ITSM, incident/problem/knowledge management, and operational resilience.
Experience with automation/AI-enabled support and workflow orchestration in an enterprise setting.
Proven ability to manage KPIs, SLAs, executive reporting, and continuous improvement programs.
Experience with Jira Service Management in IT Operations teams.
Working knowledge of M365, Entra ID, Intune, Autopilot, endpoint management, and collaboration platforms.

Responsibilities

Lead a globally distributed IT Operations organization across Americas, EMEA, and APAC.
Own global service accountability with clear regional responsibilities and performance standards.
Design a metrics-based operating model focused on service quality and efficiency.
Own KPIs like SLA attainment, MTTR, first contact resolution, and CSAT.
Develop executive dashboards and operational scorecards for visibility into performance and risks.
Define and execute a multi-year AI-enabled IT Operations roadmap.
Identify high-volume processes for autonomous/semi-autonomous execution.
Lead incident, problem, and knowledge management initiatives to raise maturity.
Collaborate with Security, Infrastructure, Engineering and stakeholders to improve service delivery.