Business Operations Lead

What you'll do

• Govern operational standards across product delivery teams to ensure alignment with ITSM best practices.
• Lead incident response efforts including identification, investigation, root cause analysis, and executive-level communications.
• Drive automation and self-healing initiatives to improve operational efficiency and reduce manual intervention.
• Develop operational risk assessments for new product launches and maintain disaster recovery plans.
• Manage vendor performance, contract alignment, and sourcing strategies to meet organizational goals.
• Contribute to run-the-business budgeting and align sourcing strategies with financial goals.
• Identify operational gaps and partner with delivery teams to implement interim and long-term fixes.

What we're looking for

• Bachelor's degree in a related field required.
• 5+ years of experience in IT operations or service management, preferably in a product-centric environment.
• 2–5+ years of experience in a strategic leadership role influencing operations, product, or cross-functional teams.
• Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes.
• Experience with ITSM tools (e.g., ServiceNow), automation platforms (e.g., Ansible, PagerDuty), and reporting tools (e.g., Power BI).
• Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment.
• Advanced degree preferred.
• Authorized to work in the United States and will be.