We're hiring an IT Operations Manager to join our Phoenix consulting team, supporting a portfolio of mid-sized and enterprise clients. This is a senior, client-facing position for someone who understands what good IT operations actually looks like in practice. You'll oversee service delivery across several client environments, work with technical teams when problems need resolving and make sure projects, incidents and ongoing support are being managed properly. You won't be expected to sit above the detail. When something isn't working, we want someone who can understand why, bring the right people together and make sure it gets fixed. What you'll be responsible for You'll have oversight of day-to-day IT operations across assigned client accounts, including: Managing IT service delivery and operational performance Overseeing incidents, problems, changes and escalations Leading infrastructure and operational improvement projects Reviewing recurring technical issues and working with teams on root causes Monitoring SLAs, service levels and other operational metrics Running regular service reviews with client stakeholders Coordinating engineers, support teams and other technical resources Improving internal processes and documentation where needed Supporting cloud, infrastructure and systems changes Providing clear updates when incidents or projects affect the client Coaching junior team members and helping maintain consistent standards You may also occasionally support new client discussions where an operational or technical perspective is needed. The experience we're looking for We're particularly interested in experience with: IT operations within an MSP, consultancy or enterprise environment ITIL and established service management processes Incident, problem and change management Managing SLAs and service performance Cloud and hybrid environments, including Azure, AWS or Google Cloud Infrastructure and technical operations Leading technical teams across multiple priorities Working directly with senior client stakeholders Exposure to

SOC 2, ISO

27001, automation or operational process improvement would be useful, but isn't essential. Working with clients A big part of this position is communication. Clients don't necessarily want a ten-minute technical explanation when something goes wrong. They want to know what happened, what's being done about it and whether it's likely to happen again. You'll need to be comfortable having those conversations, including when there's pressure to get an issue resolved quickly. What we're looking for personally We're not looking for someone who wants to manage everything from a spreadsheet. We need someone organised, calm under pressure and technically knowledgeable enough to challenge decisions when necessary. You should be comfortable taking ownership, setting expectations and following an issue through rather than assuming someone else has picke

Pay:

From $91,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Flexible schedule Health savings account Tuition reimbursement

Work Location:

In person