[Hiring] Manager, Platform and Operations @Trace3

Role Description

The Platforms and Operations Manager is responsible for leading the operational execution, governance, and continuous improvement of Managed Services delivery through both people and technology enablement. This role owns the intersection of service operations and platform performance, ensuring that stable, scalable, and well-governed systems support Managed Services teams.

This position provides direct leadership over the Managed Services Platform Team and serves as the primary operational owner for core platforms such as:

• ServiceNow
• LogicMonitor
• N-able

The Platforms and Operations Manager ensures these platforms are optimized to reduce delivery friction, improve cross-team handoffs, increase automation adoption, and enable consistent, high-quality service delivery across:

• Service Desk
• NOC
• SOC

Acting as a central point of coordination, this role partners closely with Managed Services leadership, platform stakeholders, and technology vendors to drive process standardization, platform reliability, and measurable outcomes aligned to SLAs, customer satisfaction, operational efficiency, and business growth.

Qualifications

• 7+ years of experience in IT Managed Services, IT Operations, IT Service Management, or a related discipline.
• Previous experience in people management or team leadership, preferably overseeing platform or operations-focused teams.
• Experience owning or optimizing ITSM and monitoring platforms (e.g., ServiceNow, LogicMonitor, N-able, or similar).
• Strong understanding of platform governance, change control, and release management in production environments.
• Experience driving workflow optimization, automation, or tool integrations.
• Ability to manage competing priorities across platforms, operations teams, and stakeholders.
• Strong problem-solving mindset with an emphasis on continuous improvement.
• Customer-first mindset with the ability to balance standardization vs client-specific requirements.
• Experience developing and maintaining operational documentation (SOPs, runbooks, knowledge bases).

Requirements

• Provide oversight and continuous improvement of service management and operational processes across Managed Services.
• Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
• Strong hands-on experience with enterprise ITSM and monitoring platforms.
• Demonstrated ability to design, standardize, and improve operational processes across multiple teams.
• Experience driving automation, workflow optimization, and tool integrations in a managed services environment.
• Strong understanding of ITIL-based service management concepts (incident, Request, Change, Problem, SLAs).
• Proven ability to translate business and operational requirements into scalable platform solutions.
• Experience managing vendor relationships, licensing models, and cost controls.
• Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
• Lead process improvement initiatives focused on reducing delivery delays, increasing automation effectiveness, and improving prioritization.
• Create, improve, and maintain policies and procedures that support customer satisfaction and on-time delivery.
• Educate and enforce adherence to process standards, methodologies, and governance frameworks.
• Identify gaps in resources, skills, or processes that may impact service delivery and facilitate discussions to address them.
• Excellent communication and stakeholder management skills, with the ability to influence across teams and leadership levels.
• Strong analytical and reporting skills, with a focus on metrics-driven decision making.

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents.
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability.
• Competitive Compensation.
• Training and development programs.
• Major offices stocked with snacks and beverages.
• Collaborative and cool culture.
• Work-life balance and generous paid time off.