IT Operations Manager - Cbiz

With over 120 offices and nearly 7,000 associates throughout the U.S. CBIZ (NYSE: CBZ) delivers top-tier financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.  

CBIZ has been honored to be the recipient of several national recognitions for 2023:        

• Best and Brightest Companies to Work for in the Nation 
• Top Workplaces USA 
• Fortune Best Workplaces for Women
• Best and Brightest Companies in Wellness 
• Great Place to Work Certification

Job Purpose / Objective

The primary objective of the Information Technology (IT) Operations Manager will be to oversee and direct the day-to-day activities of CBIZ’s IT Operations department, ensuring that systems, services, and infrastructure work reliably and securely. The IT Operations Manager will lead a small team that responds to associate service desk requests and monitors system stability and performance. The IT Operations Manager provides guidance and leadership to the department and technicians, but also directly and indirectly supports end users by handling escalations, resolving associate issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.  The IT Operations Manager will closely align with functional groups to provide essential support for the business.  

Essential Functions & Primary Duties

• Ability to demonstrate managing large organizational changes with excellent collaboration skills.
• Own and manage multiple ITIL processes and their integration in ServiceNow (or similar platform).
• Establish formal IT Service Management practices leveraging ITIL best practices.
• Develop and manage continual improvement plan for all ITIL processes.
• Develop, produce, and maintain metrics, governance programs and documentation for ITIL processes.
• Participate in developing IT strategy and ensuring that internal IT processes support those objectives.
• Provide performance related data to support ongoing vendor contract adherence.
• Establish performance reporting for all IT teams and leadership, providing direction and support to drive sustained IT service delivery improvements.
• Establish and interact with business leaders to ensure that services are meeting or exceeding expectations.
• Foster a culture of commitment, continuous improvement, and learning.
• Leverage available data to ensure IT staff adherence to notable service management processes.
• Provide adherence data and approved process documentation to support internal and external audit reviews of IT practices and performance.

Preferred Qualifications

• Strong analytical and problem-solving skills, with the ability to identify issues, analyze root causes, and implement effective solutions
• ServiceNow Administrator

 Required Qualifications

• Bachelor’s degree or equivalent IT experience
• Experience in service process integration in ServiceNow (or similar platform)
• 5 years of ITIL process management with demonstrable expertise in implementing ITSM processes and standards.
• ITIL certification required, with demonstrable experience implementing enterprise processes. 
• Proven experience in developing and executing IT strategies aligned with organizational goals and objectives
• Strong analytical abilities to assess current IT systems, identify gaps, and propose strategic solutions for improvement
• Strong analytical and problem-solving skills, with the ability to identify issues, analyze root causes, and implement effective solutions
• Ability to execute and draft technical instructions and guidelines
• Ability to work independently and with cross-functional teams.
• Demonstrated ability to communicate verbally and in writing

 Minimum Qualifications: 

•  College Degree or equivalent required
• 8 years related experience
• Strong technical knowledge
• Proficient project management skills
• Knowledge of industry regulations
• Ability to lead and coordinate the team activities of others
• Ability to formulate, document and recommend new policies and procedures
• Able to manage a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an 
  organization, both internally and externally
• Ability to travel as required by business and on-call availability
• Ability to lift up to 50 lbs.

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