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Salary: USD 139,050 - 208,575 / annual
OneTrust is seeking an experienced Senior Manager, Global IT Operations to lead and scale the worldwide IT Operations organization and 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 combines 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.
Core responsibilities include: leading and developing a globally distributed IT Operations organization supporting Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, and Endpoint Management; establishing clear regional operating responsibilities, decision rights, escalation paths, and service standards; designing and implementing a metrics-based operating model focused on service quality, efficiency, customer satisfaction, and continuous improvement; owning and improving KPIs such as SLA attainment, MTTR, First Contact Resolution, CSAT, and employee experience; developing executive dashboards and operational scorecards; defining and executing a multi-year roadmap for AI-enabled and agentic IT Operations using Microsoft Copilot, Glean, automation platforms, and workflow orchestration; identifying high-volume, repeatable processes suitable for autonomous execution (onboarding, offboarding, access requests, software fulfillment, device remediation, incident triage); leading incident management, problem management, root-cause analysis, and knowledge management initiatives; using operational analytics to proactively identify trends and capacity risks; overseeing lifecycle management of endpoint technologies, workplace systems, and collaboration platforms; partnering with Security, Infrastructure, Engineering, and business stakeholders; and leading, mentoring, and developing a high-performing global team.
OneTrust is an AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows. The company is trusted by thousands of organizations worldwide and is shaping the future where trusted data becomes a transformative force for business and society. The role offers the opportunity to modernize support organizations, challenge legacy processes, build secure and governed AI-enabled services, and translate emerging technology into measurable improvements.
The company embraces an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate in person.
REQUIREMENTS:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or 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
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
