Strategic IT Operations Lead — Enterprise Services

SHRM; Alexandria (VA); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Professional growth

Health

Dental

Vision

Well-being

Health savings

Flexible spending

Retirement

Open leave

Annual bonus

Job summary

SHRM Information Technology Operations Lead position seeks to provide operational leadership for enterprise technology services, align technology investments with organizational priorities, and drive reliable service delivery. You will partner with executives, outsourced providers, and vendors to optimize performance and user experience.

The role emphasizes governance, budgeting, incident management, and continuous improvement, with a hybrid schedule (3 days in-office, 2 remote).

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 7+ years of progressively responsible experience leading IT operations, IT service delivery, enterprise applications, vendor management, or technology portfolio management.
• Experience managing relationships with outsourced IT managed service providers, consultants, and technology vendors.
• Experience overseeing enterprise technology operations, service delivery, or IT portfolio management.
• Experience managing technology budgets, vendor contracts, and operational planning.
• Experience supporting enterprise business applications or ERP platforms; NetSuite experience preferred.
• Experience coordinating cross-functional technology initiatives and working effectively with both technical and business stakeholders.

Responsibilities

• Lead day-to-day IT operations by coordinating outsourced managed service providers and internal stakeholders to ensure reliable, high-quality technology services.
• Oversee incident, request, and problem management processes, ensuring timely resolution, service level compliance, and continuous improvement.
• Monitor IT service performance using established metrics, including SLAs, response and resolution times, customer satisfaction, and operational health.
• Coordinate end-user computing, including hardware procurement, asset lifecycle management, software licensing, and technology inventory.
• Support enterprise application operations, system integrations, and technology readiness for new implementations.
• Promote knowledge management, operational documentation, and process improvements that enhance service quality and user experience.

Skills

IT Operations

Vendor Management

Budgeting

ITSM

ERP systems

Stakeholder Management

Project Coordination

Education

Bachelor's degree

Tools

NetSuite

Job description

SHRM Information Technology Operations Lead position seeks to provide operational leadership for enterprise technology services, align technology investments with organizational priorities, and drive reliable service delivery. You will partner with executives, outsourced providers, and vendors to optimize performance and user experience.

The role emphasizes governance, budgeting, incident management, and continuous improvement, with a hybrid schedule (3 days in-office, 2 remote).