Senior Manager, Global IT Operations

The Challenge

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.

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