Senior IT Operations & Service Delivery Leader

Michael Page; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

401(k) match

Job summary

Michael Page, based in Chicago, seeks a Senior IT Operations Specialist to oversee and maintain the company’s IT infrastructure, ensuring reliable operations and rapid incident resolution across multiple sites.

You will implement ITIL-based incident, problem and change management, design service catalogs and SLAs, and drive improvements through automation and self-service. Strong ITSM background and experience with Microsoft 365 are essential.

Qualifications

• Strong background in IT service management (ITSM) and ITIL frameworks.
• Experience with Microsoft 365, Windows environments, and identity/access management.
• Proven ability to handle high-level technical escalations and drive service improvements.
• Experience supporting distributed, multi-site or field-based organizations is highly preferred.

Responsibilities

• Implement and manage ITIL-based processes including incident, problem, and change management.
• Design, maintain, and optimize service catalogs, SLAs, and support frameworks across L1, L2, and L3 support functions.
• Drive service delivery improvements through automation, self-service capabilities, and process optimization.
• Analyze service performance metrics and identify opportunities for continuous improvement.
• Lead IT projects, initiatives, and technology rollouts; act as escalation point for complex issues.
• Mentor junior team members and cultivate a high-performing service organization.
• Collaborate with stakeholders to align technology services with operational needs across office and field locations.
• Provide advanced support for Microsoft 365, endpoint devices, enterprise applications, and identity/access management solutions.
• Oversee device lifecycle management including procurement, deployment, maintenance, and refresh activities.
• Collaborate with vendors, internal teams, and business partners to ensure effective service delivery.

Skills

ITSM

ITIL

Microsoft 365

Windows environments

Identity & access management

Escalation management

Stakeholder management

Automation

Job description

Michael Page, based in Chicago, seeks a Senior IT Operations Specialist to oversee and maintain the company’s IT infrastructure, ensuring reliable operations and rapid incident resolution across multiple sites.

You will implement ITIL-based incident, problem and change management, design service catalogs and SLAs, and drive improvements through automation and self-service. Strong ITSM background and experience with Microsoft 365 are essential.