Senior Manager, Global IT Operations at OneTrust

<div class="content-intro"><h3>Strength in Trust&nbsp;</h3> <p><span data-contrast="auto">OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.</span><span data-ccp-props="{}">&nbsp;</span></p></div><h3 class="wnfdntn wnfdntm _1ibi0s35e _1ibi0s36a" data-pm-slice="0 0 []">The Challenge</h3> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">OneTrust is seeking an experienced Senior Manager, Global IT Operations to lead and scale our worldwide IT Operations organization and help define the next generation of employee technology services. Reporting to the Sr. Director, IT this role is the primary global leader accountable for IT Operations performance, service delivery excellence, employee technology experience, and operational outcomes across the Americas, EMEA, and APAC.</p> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">This leader will evolve IT Operations from a primarily reactive support model toward a data-driven, automation-first, and increasingly agentic operating model. The role will combine strong operational discipline with practical application of AI, analytics, and workflow automation; including capabilities that can retrieve knowledge, diagnose issues, orchestrate approved actions, and resolve common requests with appropriate human oversight.</p> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">The ideal candidate is a forward-thinking operator and people leader who can modernize support organizations, challenge legacy processes, build secure and governed AI-enabled services, and translate emerging technology into measurable improvements for employees and the business.</p> <h3 class="wnfdntn wnfdntm _1ibi0s35e _1ibi0s36a">Your Mission</h3> <h4 class="wnfdntn wnfdntm _1ibi0s35e _1ibi0s36a">Core Responsibilities</h4> <ul class="wnfdntj"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Lead and develop a globally distributed IT Operations organization supporting employees across the Americas, EMEA, and APAC, with accountability for Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, Endpoint Management, and related workplace operations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Own global service accountability while establishing clear regional operating responsibilities, decision rights, escalation paths, service standards, and performance expectations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Design and implement a metrics-based operating model focused on service quality, operational efficiency, customer satisfaction, employee experience, resilience, and continuous improvement.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Own and continuously improve key performance indicators such as SLA attainment, MTTR, First Contact Resolution, backlog health, escalation rates, CSAT, employee experience, endpoint compliance, service reliability, automation adoption, and ticket deflection.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Develop executive dashboards, reporting, and operational scorecards that provide clear visibility into performance, trends, risks, investment needs, and opportunities for improvement.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Define and execute a multi-year roadmap for AI-enabled and agentic IT Operations using capabilities such as Microsoft Copilot, Glean, automation platforms, analytics, virtual agents, and workflow orchestration.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Identify and prioritize high-volume, repeatable processes suitable for autonomous or semi-autonomous execution, including onboarding, offboarding, access requests, software fulfillment, device remediation, incident triage, knowledge retrieval, and incident resolution.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Lead incident management, problem management, root-cause analysis, knowledge management, service continuity, and service improvement initiatives to enhance operational maturity and support effectiveness.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Use operational analytics and AI-driven insights to proactively identify trends, recurring issues, capacity risks, experience gaps, and opportunities for preventative action.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Oversee the lifecycle management of endpoint technologies, workplace systems, collaboration platforms, and identity services, ensuring secure, scalable, compliant, and efficient operations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Partner closely with Security, Infrastructure, Engineering, Enterprise Applications, Identity, and business stakeholders to improve service delivery, strengthen operational controls, support compliance requirements, and drive workplace technology modernization.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Lead, mentor, and develop a high-performing global team while fostering a culture of accountability, customer focus, innovation, experimentation, collaboration, and continuous improvement.</p> </li> </ul> <h3 class="wnfdntn wnfdntm _1ibi0s35e _1ibi0s36a">You Are/Have</h3> <ul class="wnfdntj"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">10+ years of progressive IT Operations experience, including 5+ years in a people leadership role.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Demonstrated experience leading geographically distributed global support or IT Operations organizations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience designing, scaling, or transforming an IT Operations or service delivery operating model.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Strong understanding of IT Service Management, including incident management, problem management, knowledge management, service improvement, and operational resilience.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience implementing automation, AI-enabled support, virtual agents, workflow orchestration, analytics, or similar technologies in an enterprise environment.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Demonstrated ability to manage operational KPIs, SLAs, executive reporting, service delivery metrics, and continuous improvement programs.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience with Service Desk, End User Computing, IT Support, or IT Operations teams using Jira Service Management.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Working knowledge of M365, Entra ID, Intune, Autopilot, endpoint management, and collaboration technologies, or comparable enterprise platforms.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Proven ability to lead organizational change, challenge legacy processes, and move new capabilities from concept or pilot into production.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Excellent communication, stakeholder management, executive presence, judgment, and people leadership skills.</p> </li> </ul> <h3 class="wnfdntn wnfdntm _1ibi0s35e _1ibi0s36a">Extra Awesome</h3> <ul class="wnfdntj"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience leading Global IT Operations within a SaaS, cybersecurity, or high-growth technology company.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience designing or deploying agentic workflows, Copilot solutions or AI-powered support capabilities.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience with Glean, Microsoft Copilot, Power BI, Digital Employee Experience platforms, ServiceNow, Jira Service Management, or similar platforms.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Experience managing technology vendors, operating budgets, sourcing decisions, and license or tooling optimization.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdnt10 _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">ITIL, Microsoft, HDI, PMP, or related certifications.</p> </li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.</p></div><div class="title">Salary Range</div><div class="pay-range"><span>$139,050</span><span class="divider">&mdash;</span><span>$208,575 USD</span></div></div></div><div class="content-conclusion"><h3><span class="TextRun SCXW202854797 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202854797 BCX0">Where we Work</span></span></h3> <p>We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.</p> <p>Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.</p> <h3><span class="TextRun SCXW202854797 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202854797 BCX0">Benefits</span></span></h3> <p><span class="TextRun SCXW202854797 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202854797 BCX0">As an employee at&nbsp;</span><span class="NormalTextRun SpellingErrorV2Themed SCXW202854797 BCX0">OneTrust</span><span class="NormalTextRun SCXW202854797 BCX0">, you will be part of the </span><span class="NormalTextRun SpellingErrorV2Themed SCXW202854797 BCX0">OneTeam</span><span class="NormalTextRun SCXW202854797 BCX0">. That means </span><span class="NormalTextRun SCXW202854797 BCX0">you’ll</span><span class="NormalTextRun SCXW202854797 BCX0"> receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.</span></span></p> <h3>Resources&nbsp;&nbsp;</h3> <p>Check out the following to learn more about OneTrust and its people:&nbsp;</p> <ul> <li><a class="fui-Link ___m14voj0 f3rmtva f1ern45e f1deefiw f1n71otn f1q5o8ev f1h8hb77 f1vxd6vx f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f9n3di6 f1ids18y fygtlnl f1deo86v f12x56k7 f1iescvh ftqa4ok f50u1b5 fs3pq8b f1hghxdh f1tymzes f1x7u7e9 f1cmlufx f10aw75t fsle3fq" href="https://youtube.com/playlist?list=PLTM-0khp0wIWkO-Bh3IfdSMMOi8606Tl0" target="_blank">OneTrust Careers on YouTube</a></li> <li><a class="fui-Link ___m14voj0 f3rmtva f1ern45e f1deefiw f1n71otn f1q5o8ev f1h8hb77 f1vxd6vx f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f9n3di6 f1ids18y fygtlnl f1deo86v f12x56k7 f1iescvh ftqa4ok f50u1b5 fs3pq8b f1hghxdh f1tymzes f1x7u7e9 f1cmlufx f10aw75t fsle3fq" href="https://www.instagram.com/lifeatonetrust/" target="_blank">@LifeatOneTrust on Instagram</a></li> </ul> <h3>Your Data</h3> <p>You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our&nbsp;<a href="https://trustcenter-privacy.my.onetrust.com/policies/39803da3-9bb9-4709-afaf-2ba0a14d09ca?context=eyJkc1BvcnRhbElkIjoiZWM5MmYwZmEtYjFiNi00YzdlLWJmN2ItMDdlNTc2MTQyMGQxIn0%3D" target="_blank">Privacy Overview</a><strong>.&nbsp;</strong>You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the&nbsp;<a href="https://privacyportal-cdn.onetrust.com/dsarwebform/37bcc497-a196-48f1-a08b-e897b5a77859/08a01c64-41fd-4b4e-9d42-cde44371a422.html">Data Subject Request Form</a>.</p> <p>&nbsp;</p> <p><span style="color: rgb(224, 62, 45);">Recruitment fraud warning:</span> <span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">OneTrust is aware of scams involving false offers of employment with our company.&nbsp;The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. </span><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. </span></span><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">For more information or if you have been targeted please reach out to </span><span style="color: rgb(224, 62, 45);"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak"><a href="mailto:[email protected]">[email protected]</a></span></span><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">.</span></p> <h3><span data-contrast="none"><span data-ccp-parastyle="heading 3">Our Commitment to You</span></span><span data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}">&nbsp;</span></h3> <p><span data-contrast="auto">When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}">&nbsp;</span></p> <p><span data-contrast="auto">OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.</span></p></div>