Senior Manager, Global IT Operations
OneTrust · Atlanta, Georgia
About this role
**Senior Manager, Global IT Operations** **About the role** OneTrust 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. You will evolve IT Operations from a primarily reactive support model toward a data-driven, automation-first, and increasingly agentic operating model—combining operational discipline with practical application of AI, analytics, and workflow automation. **Core Responsibilities** - Lead and develop a globally distributed IT Operations organization supporting employees across the Americas, EMEA, and APAC (Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, Endpoint Management, and related workplace operations). - Own global service accountability by establishing 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 KPIs 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 to provide visibility into performance, trends, risks, investment needs, and improvement opportunities. - Define and execute a multi-year roadmap for AI-enabled and agentic IT Operations (e.g., Microsoft Copilot, Glean, automation platforms, analytics, virtual agents, workflow orchestration). - Identify and prioritize high-volume, repeatable processes suitable for autonomous or semi-autonomous execution (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. - Use operational analytics and AI-driven insights to proactively identify trends, recurring issues, capacity risks, experience gaps, and opportunities for preventative action. - Oversee lifecycle management of endpoint technologies, workplace systems, collaboration platforms, and identity services—ensuring secure, scalable, compliant, and efficient operations. - Partner with Security, Infrastructure, Engineering, Enterprise Applications, Identity, and business stakeholders to strengthen operational controls and drive workplace technology modernization. - Lead, mentor, and develop a high-performing global team while fostering accountability, customer focus, innovation, experimentation, collaboration, and continuous improvement. **You Are/Have** - Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field. - 10+ years of progressive IT Operations experience, including 5+ years in a people leadership role. - Experience leading geographically distributed global support/IT Operations organizations. - Experience designing, scaling, or tr
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