Technology Senior Manager - Service Reliability & Operations

Summary The Tech Senior Manager for Service Reliability & Operations is responsible for leading the strategy, governance, modernization, and continuous improvement of the capabilities that support 24x7x365 technology operations. This leader will drive operational excellence across Incident, Problem, Change, Major Incident, and Command Center operations while advancing the organization's use of automation, AI, observability, and analytics to improve service reliability and customer outcomes. Working closely with Infrastructure, Cybersecurity, Application Development, and business stakeholders, this role will identify opportunities to enhance operational performance, remove organizational barriers, reduce operational risk, and establish modern service management practices that enable stable, resilient technology services.

Operational Leadership Provide strategic leadership for technology operations and service management functions. Establish and execute a roadmap for operational modernization, automation, and continuous improvement. Drive operational excellence across enterprise technology services and support functions. Service Management Oversight Provide operational oversight for: Incident Management Major Incident Management Problem Management Change Management and CAB Infrastructure Command Center Operations Production Support Operational Readiness Command Center Technology Engineering Operational Excellence & Modernization Advance Problem Management maturity through proactive analysis, root cause management, and trend identification. Modernize Change Management through automation, risk-based controls, and streamlined processes. Enhance operational routines, governance, and performance measurement frameworks. Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness. Observability, Analytics & Reporting Develop best-in-class operational reporting and executive dashboards. Build technology and business observability capabilities that provide actionable insights and clear visibility into customer impact. Establish meaningful metrics that drive accountability, performance improvement, and informed decision-making. Partnership & Stakeholder Engagement Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders. Identify opportunities to improve service reliability, operational efficiency, and customer experience. Lead cross-functional efforts to address systemic issues and operational challenges. Talent & Organizational Leadership Develop and lead high-performing teams. Assess organizational structures, capabilities, and skillsets to ensure alignment with strategic objectives. Foster a culture of accountability, collaboration, innovation, and continuous improvement.

A combined minimum of 13 years’ higher education and/or work experience, including a minimum of 4 years’ technology or systems experience and 9 years' technology management / program leadership experience including people management Deep expertise in Incident, Problem, Change, and Major Incident Management. Strong understanding of ITIL practices and operational governance frameworks. Experience leading ServiceNow-enabled process improvement and automation initiatives. Proven experience building operational reporting, observability, and performance management capabilities. Experience managing technology operations within complex hybrid environments, including cloud and on-premises platforms. Demonstrated success leading organizational transformation and developing high-performing teams.

Bachelor's degree in a technology, engineering, or business-related field. ITIL v4 certification or equivalent. 10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management. Experience with AIOps, automation, and advanced analytics platforms. Familiarity with