Senior Manager, Global IT Operations
Atlanta · USD 139,050-208,575 · 5+ years experience · Posted Oct 14, 2026
At a glance
- Experience
- 5+ years experience
- Location
- Atlanta
- Salary
- USD 139,050-208,575 · OTE
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.
- 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.
- The leader will evolve IT Operations from a primarily reactive support model toward a data-driven, automation-first, and increasingly agentic operating model.
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.
Requirements
- 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.
Preferred qualifications
- 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.
Benefits
- 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
Workplace
- Office-first culture, encouraging three days a week in office for most roles
Skills
- Microsoft Copilot
- Glean
- Power BI
- ServiceNow
- Jira Service Management
- M365
- Entra ID
- Intune
- Autopilot
