Global IT Operations Leader — AI-Driven, Scalable Services

OneTrust, LLC; Atlanta (GA); On-site; USD 139,000 - 209,000; Full time

Benefits offered by this job

Healthcare coverage

Flexible PTO

Equity RSUs

Bonus opportunities

Retirement plan

Parental leave

Job summary

OneTrust is seeking a Senior Manager, Global IT Operations to lead a globally distributed IT Operations team, spanning Americas, EMEA, and APAC. You will drive service excellence, employee experience, and operational outcomes with a focus on automation and AI-enabled support.

The role partners with Security, Infrastructure, and Engineering to modernize workplace technology and improve governance. A strong people leadership and ITSM background is essential for success.

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 people leadership.
• Experience leading geographically distributed global support or IT Operations organizations.
• Experience designing, scaling, or transforming an IT Operations or service delivery operating model.
• Strong understanding of IT Service Management, including incident management, problem management, knowledge management, service improvement, and operational resilience.
• Experience implementing automation, AI-enabled support, virtual agents, workflow orchestration, analytics, or similar technologies in an enterprise environment.
• Demonstrated ability to manage operational KPIs, SLAs, executive reporting, service delivery metrics, and continuous improvement programs.
• Experience with Jira Service Management and modern collaboration platforms such as M365.

Responsibilities

• Lead and develop a globally distributed IT Operations organization across Americas, EMEA, and APAC.
• Own global service accountability with clear regional operating responsibilities and standards.
• Design and implement a metrics-based operating model for quality, efficiency, and customer experience.
• Define and track KPIs like SLA attainment, MTTR, First Contact Resolution, CSAT, and backlog health.
• Develop executive dashboards and multi-year AI-enabled IT Operations roadmap.
• Oversee incident, problem, knowledge, and service continuity programs for improvement.
• Collaborate with Security, Infrastructure, Engineering, Identity, and stakeholders on modernization efforts.
• Mentor and grow a high-performing global team with a culture of accountability and experimentation.

Skills

People leadership

IT Service Management

Automation and AI

Executive presence

Change management

Analytics

Education

Bachelor's degree in IT/CS/Engineering

Tools

Jira Service Management

M365

Entra ID

Intune

Autopilot

Power BI

Microsoft Copilot

Glean

ServiceNow

Job description

OneTrust is seeking a Senior Manager, Global IT Operations to lead a globally distributed IT Operations team, spanning Americas, EMEA, and APAC. You will drive service excellence, employee experience, and operational outcomes with a focus on automation and AI-enabled support.

The role partners with Security, Infrastructure, and Engineering to modernize workplace technology and improve governance. A strong people leadership and ITSM background is essential for success.