Operations Lead-Application, Infrastructure & Service Management

Ladders; Boston (MA); On-site; USD 238,000 - 262,000; Full time

Benefits offered by this job

Retirement plan with company match

Health, dental and vision insurance

Generous paid time off

Job summary

Ladders is seeking an Operations Lead-Application, Infrastructure & Service Management in Boston, MA to lead incident management across applications, infrastructure and service management functions. The role focuses on operational efficiency, continuous service improvement, and clear governance during critical events.

The candidate partners with technical teams and business stakeholders to maintain service stability, policy discipline, and measurable performance outcomes in a complex

Qualifications

• Master's or Bachelor's with extensive IT/ITSM experience.
• Experience in incident management and ServiceNow development.
• ITIL v3 certification is required; Windows/Linux/Networking is a plus.
• Leadership of global operations teams is essential.
• Strong ability to define requirements and drive governance during incidents.

Responsibilities

• Govern the incident management process to improve operational efficiency.
• Lead continuous service improvement initiatives for incident management.
• Define and maintain corporate policies related to incident management.
• Oversee the determination of priority and impact for incidents.
• Measure and manage SLAs and KPIs for incident management.
• Serve as the focal point for elevated communications during major incidents.
• Manage the major incident management team and related processes.

Skills

Incident management

ServiceNow

Global operations

ITIL v3

Stakeholder comms

Education

Master's degree in IT or related field

Bachelor's degree with additional experience

Tools

Windows OS

Linux OS

Networking

Job description

For our client, we are seeking a Operations Lead-Application, Infrastructure & Service Management to join the team of a leader in the Finance & Insurance space.

This role will lead incident management and major incident coordination across application, infrastructure, and service management functions. The position will focus on strengthening operational efficiency, driving continuous service improvement, and ensuring clear communication and governance during critical events. The successful candidate will partner closely with technical teams and business stakeholders to maintain service stability, policy discipline, and measurable performance outcomes.

Location: Boston, MA - US based candidates only, no visa sponsorship available

Compensation: $238,285 – $262,113 annually

Responsibilities

• Govern the incident management process to improve operational efficiency.
• Lead continuous service improvement initiatives for incident management.
• Define and maintain corporate policies related to incident management.
• Oversee the determination of priority and impact for incidents.
• Measure and manage SLAs and KPIs for incident management.
• Serve as the focal point for elevated communications during major incidents.
• Manage the major incident management team and related processes.

Qualifications

• Master's degree or equivalent in Information Technology or a related field; a Bachelor's degree with additional experience may be considered.
• 7 years of experience in IT and support, or 10 years of experience with a Bachelor's degree.
• 5 years of experience in a financial institution services environment.
• 5 years of experience managing a global operations team.
• 7 years of experience in Incident Management and expertise with ServiceNow.
• ITIL V3 certification required; specialization in Windows, Linux, or Networking is a plus.
• Proven ability to define requirements and lead ServiceNow development for Incident Management.

Benefits

• Comprehensive retirement savings plan with company match.
• Diverse insurance coverage including health, dental, and vision.
• Generous paid time off policy covering vacation and family leave.
• Access to the Employee Assistance Program for personal support.
• Eligibility for annual performance-based incentive compensation.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.