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Senior Manager, IT Service Operations
SDI Presence LLCUnited Statesfull_timeVerifiedPosted 6 May 2026
💰 $160,000/yr($140,000/yr – $160,000/yr)
About the role
CompanySDI Presence LLC is a leading IT services firm that leverages its strong team presence to advance clients toward a secure digital enterprise. With a 30-year corporate resume, SDI delivers multi and hybrid cloud infrastructure managed services, consulting and advisory solutions, work and asset management solutions, and application modernization and managed services. SDI serves major airports, utilities, commercial real estate portfolios, and government agencies across the U.S. Visit us at www.sdipresence.com and connect with us on X and LINKEDIN. SummaryThe Senior Manager, IT Service Operations serves as a key leadership role responsible for aligning and coordinating service delivery across all IT towers, including Network, Data Center, End User Computing (EUC), and Security. Reporting directly to the Delivery Executive, this role acts as the central point of operational integration to ensure all teams are aligned in processes, priorities, and workstreams. This role will provide cross-tower leadership and alignment across Network, Data Center, EUC, and Security teams. The position will ensure all tower leads are aligned on processes, priorities, and workstreams, and will serve as a key operational integratorThis position provides oversight of tower leads, drives consistency in service execution, and ensures that all operational activities support contractual obligations, service level agreements (SLAs), and City objectives. SDI Presence Offers:
- A Competitive Salary range: $140,000 - $160,000/year
- Base salary may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonuses or commissions.
- Medical, Dental, Vision, company-provided Life Insurance, Short and long-term disability. Matched Retirement Savings, Wellness Program, Paid time off and much more!
- Provide leadership and oversight across Network, Data Center, EUC, and Security teams
- Ensure all tower leads are aligned on priorities, processes, and service delivery expectations
- Act as the primary integrator across towers to eliminate silos and improve coordination
- Standardize workflows, communication, and operational practices across all teams
- Oversee day-to-day IT operations to ensure consistent and reliable service delivery
- Ensure adherence to SLAs, KPIs, and contractual requirements
- Identify and resolve cross-team dependencies, risks, and service gaps
- Lead operational reviews and drive accountability across tower leads
- Drive standardization of ITIL processes across all towers (Incident, Problem, Change, etc.)
- Ensure consistent execution of processes across teams
- Identify opportunities for efficiency, automation, and service improvement
- Lead continuous improvement initiatives across the IT environment
- Provide leadership and direction to tower leads across all service areas
- Hold teams accountable for performance, delivery, and customer satisfaction
- Support talent development, coaching, and performance management
- Ensure proper staffing alignment to meet operational demands
- Serve as a key liaison between IT towers, executive leadership, and City stakeholders
- Provide regular updates on service performance, risks, and improvements
- Participate in governance meetings and operational reviews
- Ensure clear and consistent communication across all levels
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 5–12 years
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