Manager, Platform and Operations

Manager, Platform and Operations

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company is a leading Transformative IT Authority, providing unique technology solutions and consulting services to its clients. Equipped with elite engineering and dynamic innovation, the organization empowers IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

The culture embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Key Responsibilities

• Provide oversight and continuous improvement of service management and operational processes across Managed Services.
• Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
• Strong hands-on experience with enterprise ITSM and monitoring platforms.
• Demonstrated ability to design, standardize, and improve operational processes across multiple teams.
• Experience driving automation, workflow optimization, and tool integrations in a managed services environment.
• Strong understanding of ITIL-based service management concepts (incident, Request, Change, Problem, SLAs).
• Proven ability to translate business and operational requirements into scalable platform solutions.
• Experience managing vendor relationships, licensing models, and cost controls.
• Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
• Lead process improvement initiatives focused on reducing delivery delays, increasing automation effectiveness, and improving prioritization.
• Create, improve, and maintain policies and procedures that support customer satisfaction and on-time delivery.
• Educate and enforce adherence to process standards, methodologies, and governance frameworks.
• Identify gaps in resources, skills, or processes that may impact service delivery and facilitate discussions to address them.
• Excellent communication and stakeholder management skills, with the ability to influence across teams and leadership levels.
• Strong analytical and reporting skills, with a focus on metrics-driven decision making.

Required Qualifications

• 7+ years of experience in IT Managed Services, IT Operations, IT Service Management, or a related discipline.
• Previous experience in people management or team leadership, preferably overseeing platform or operations-focused teams.
• Experience owning or optimizing ITSM and monitoring platforms (e.g., ServiceNow, LogicMonitor, N-able , or similar).
• Strong understanding of platform governance, change control, and release management in production environments.
• Experience driving workflow optimization, automation, or tool integrations.
• Ability to manage competing priorities across platforms, operations teams, and stakeholders.
• Strong problem-solving mindset with an emphasis on continuous improvement.
• Customer-first mindset with the ability to balance standardization vs client-specific requirements.
• Experience developing and maintaining operational documentation (SOPs, runbooks, knowledge bases).

Additional Information

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

Estimated Pay Range$132,000—$150,000 USD

The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of the organization's DNA is its people. The company is a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that they do.

The organization is committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. It recognizes that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, the organization bases all employment decisions based on individual qualifications, merit, and business requirements. It does not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. The organization is committed to providing equal employment opportunities for all.

Key skills/competency

• Platform and Operations Management
• IT Service Management (ITSM)
• ITIL
• Automation
• Workflow Optimization
• Vendor Management
• Process Improvement
• Stakeholder Management
• Metrics-Driven Decision Making
• Team Leadership