Senior Manager, Global IT Operations

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

# Senior Manager, Global IT OperationsAtlanta, Georgia | Business Technology### ### Strength in TrustOneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‐Ready Governance PlatformTM, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.### ### The ChallengeOneTrust is seeking an experienced Senior Manager, Global IT Operations to lead and scale our worldwide IT Operations organization and help define the next generation of employee technology services. Reporting to the Sr. Director, IT this role is the primary global leader accountable for IT Operations performance, service delivery excellence, employee technology experience, and operational outcomes across the Americas, EMEA, and APAC.This leader will evolve IT Operations from a primarily reactive support model toward a data-driven, automation-first, and increasingly agentic operating model. The role will combine strong operational discipline with practical application of AI, analytics, and workflow automation; including capabilities that can retrieve knowledge, diagnose issues, orchestrate approved actions, and resolve common requests with appropriate human oversight.The ideal candidate is a forward-thinking operator and people leader who can modernize support organizations, challenge legacy processes, build secure and governed AI-enabled services, and translate emerging technology into measurable improvements for employees and the business.### ### Your Mission#### Core Responsibilities* Lead and develop a globally distributed IT Operations organization supporting employees across the Americas, EMEA, and APAC, with accountability for Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, Endpoint Management, and related workplace operations.* Own global service accountability while establishing clear regional operating responsibilities, decision rights, escalation paths, service standards, and performance expectations.* Design and implement a metrics-based operating model focused on service quality, operational efficiency, customer satisfaction, employee experience, resilience, and continuous improvement.* Own and continuously improve key performance indicators such as SLA attainment, MTTR, First Contact Resolution, backlog health, escalation rates, CSAT, employee experience, endpoint compliance, service reliability, automation adoption, and ticket deflection.* Develop executive dashboards, reporting, and operational scorecards that provide clear visibility into performance, trends, risks, investment needs, and opportunities for improvement.* Define and execute a multi-year roadmap for AI-enabled and agentic IT Operations using capabilities such as Microsoft Copilot, Glean, automation platforms, analytics, virtual agents, and workflow orchestration.* Identify and prioritize high-volume, repeatable processes suitable for autonomous or semi-autonomous execution, including onboarding, offboarding, access requests, software fulfillment, device remediation, incident triage, knowledge retrieval, and incident resolution.* Lead incident management, problem management, root-cause analysis, knowledge management, service continuity, and service improvement initiatives to enhance operational maturity and support effectiveness.* Use operational analytics and AI-driven insights to proactively identify trends, recurring issues, capacity risks, experience gaps, and opportunities for preventative action.* Oversee the lifecycle management of endpoint technologies, workplace systems, collaboration platforms, and identity services, ensuring secure, scalable, compliant, and efficient operations.* Partner closely with Security, Infrastructure, Engineering, Enterprise Applications, Identity, and business stakeholders to improve service delivery, strengthen operational controls, support compliance requirements, and drive workplace technology modernization.* Lead, mentor, and develop a high-performing global team while fostering a culture of accountability, customer focus, innovation, experimentation, collaboration, and continuous improvement.### ### You Are/Have* 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 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 Service Desk, End User Computing, IT Support, or IT Operations teams using Jira Service Management.* Working knowledge of M365, Entra ID, Intune, Autopilot, endpoint management, and collaboration technologies, or comparable enterprise platforms.* Proven ability to lead organizational change, challenge legacy processes, and move new capabilities from concept or pilot into production.* Excellent communication, stakeholder management, executive presence, judgment, and people leadership skills.### #### Extra Awesome* Experience leading Global IT Operations within a SaaS, cybersecurity, or high-growth technology company.* Experience designing or deploying agentic workflows, Copilot solutions or AI-powered support capabilities.* Experience with Glean, Microsoft Copilot, Power BI, Digital Employee Experience platforms, ServiceNow, Jira Service Management, or similar platforms.* Experience managing technology vendors, operating budgets, sourcing decisions, and license or tooling optimization.* ITIL, Microsoft, HDI, PMP, or related certifications.For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.Salary Range$139,050—$208,575 USD### Where we WorkWe are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.### BenefitsAs an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.### Resources Check out the following to learn more about OneTrust and its people:* OneTrust Careers on YouTube* @LifeatOneTrust on Instagram### Your DataYou have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview**.**You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form. Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an \"@onetrust.com\" email address. You may also receive legitimate emails from \"@us.greenhouse-mail.io\". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a \"@docusign.net\" email address. For more information or if you have been targeted please reach out to [e-mail].### Our Commitment to You When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career. OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.