Senior IT Service Operations Lead

About Us    
We are a dynamic, rapidly growing global company and the innovators of service-driven supply chain planning software. We help companies make better, faster supply chain decisions that reduce inventory, improve customer satisfaction, and deliver powerful financial results amid increasing complexity, product proliferation, and uncertainty. 
Our solutions have been recognized by customers globally and analyst firms, such as Gartner, for our ability to support service and inventory trade-offs, while dramatically improving planner productivity. ToolsGroup has been successfully deployed worldwide in more than 44 countries, and we have one of the highest customer retention rates in our industry. 

About the Role    
We are looking for a Senior IT Service Operations Lead to drive our IT service management and operations in a hands-on leadership capacity. In this role, you will ensure smooth delivery of critical IT services (both internally and to our SaaS customers) and lead a small IT/Ops team by example – about 70% of your time will be hands-on technical problem-solving and 30% people, process, and service leadership. You will oversee incident, change, and problem management processes, maintain high service availability, and spearhead improvements in reliability and automation. This is an ideal step-up opportunity for an experienced IT Operations or SRE professional with a strong technical foundation and some leadership exposure, ready to wear multiple hats in a fast-paced, international SaaS environment. You’ll also act as a trusted IT business partner to other departments (Product, Engineering, Sales, Finance etc.), helping translate business needs into robust IT and operational solutions.

Main Responsibilities    

• Lead IT Service Delivery & Support: Oversee daily IT operations and end-user support, ensuring that incidents are resolved quickly, service requests are fulfilled on time, and users (internal and external) receive excellent support. Use ITIL-based processes to manage incident response, change control, and problem management while keeping our approach agile and practical.
• Ensure Service Reliability & Uptime: Own the reliability and performance of key services, maintaining high uptime and meeting SLAs. Monitor system health, respond to incidents as the primary escalation point, and coordinate major incident responses with technical teams. Lead post-incident reviews to identify root causes and implement improvements.
• Infrastructure & Cloud Management: Administer and improve our IT infrastructure – from corporate networks and servers to cloud environments (e.g. Azure or OCI). Automate routine tasks and enforce best practices in configuration, security, and scalability. Contribute SRE principles like infrastructure-as-code, CI/CD, and performance monitoring to continuously enhance our operational efficiency.
• Team Leadership & Mentoring: Supervise and mentor a small IT/Ops team. Set priorities, delegate tasks, and help team members grow in technical skills and service management practices. Foster a culture of accountability, continuous learning, and cross-team collaboration.
• Cross-Functional Collaboration: Partner with other business units to support their technology needs. Act as a backup to the Head of IT/Ops, representing the IT perspective in cross-department initiatives. For example, assist Product teams in planning infrastructure for new features, or guide Sales on technical aspects during enterprise customer engagements. Ensure our IT/Ops capabilities align with business objectives and customer expectations.

What We Are Looking For

• Education & Fundamental Knowledge: Bachelor’s or Master’s degree in Computer Engineering, Computer Science, or a related field is considered an advantage. Strong grounding in core computing concepts – operating systems, networking, systems architecture, distributed systems, databases – enabling you to tackle diverse technical challenges with confidence.
• Experience: 5+ years of experience in IT Operations, Infrastructure, or SRE roles, including working in or with enterprise-scale environments or customers. Proven track record in managing production systems and delivering reliable IT services in a global SaaS or similar high-availability environment.
• Technical Skills: Hands-on expertise across IT infrastructure and cloud operations. Broad knowledge of networks, servers (Windows/Linux), virtualization, identity management (e.g., AD/Azure AD), and endpoint management. Experience with cloud platforms (Azure, OCI, or similar) and related tools (monitoring, automation/scripting, CI/CD pipelines). Comfortable using scripting or automation (PowerShell, Python, etc.) to streamline tasks and improve reliability.
• Service Management & Leadership: Deep understanding of IT Service Management (ITIL) processes – incident response, change management, problem management – and how to apply them pragmatically in a smaller organization. Some prior team lead or mentorship experience is highly desirable; you should be capable of leading by example and coordinating a small technical team.
• Enterprise Mindset: Experience interfacing with enterprise stakeholders or clients, with the professionalism and communication skills to manage executive expectations during incidents or major initiatives. Capable of formal incident communication and cross-functional stakeholder management in a high-visibility context.
• Soft Skills: Excellent problem-solving and troubleshooting abilities across complex systems. Strong communication skills in English (full professional proficiency required) – comfortable working in an international, multicultural organization. Self-motivated and adaptable, with a “wear multiple hats” mentality suited to a dynamic, scale-up environment. Education & Fundamental Knowledge: Bachelor’s or Master’s degree in Computer Engineering, Computer Science, or a related field. Strong grounding in core computing concepts – operating systems, networking, systems architecture, distributed systems, databases – enabling you to tackle diverse technical challenges with confidence.

Our Vision, Purpose, and Values
Our VISION: Unparalleled control over demand and supply to deliver certainty. 
Our PURPOSE: Problem Solvers Welcome.
Our VALUES:  Deliver the Goods – Have Deep Care – Find the Right Answer, Not the First Answer – Creativity That Endures – Brilliant But Not Loud.

Salary range: 55-68k/year, plus 10% bonus based on personal and company objectives.

Equal Opportunity Employer
ToolsGroup 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 federal, state or local laws.
ToolsGroup is an E-Verify employer, to learn more please visit E-Verify.gov

Notice to third parties
The ToolsGroup Human Resources team manages the recruitment and employment process. Note that ToolsGroup will only accept resumes from a third-party recruiter or placement agency if a fully executed, written search agreement is in place at the start of the recruitment effort for a specific position and only if ToolsGroup HR has engaged with that firm for support.
Unsolicited resumes sent to ToolsGroup from third-party recruiters and placement agencies do not (a) constitute any type of relationship with ToolsGroup or (b) obligate ToolsGroup to pay fees should we elect to hire from those resumes. Please do not contact or present candidates directly to any ToolsGroup personnel.

 

Applying to this job the candidate consents that his/her data are treated by ToolsGroup in compliance with the GDPR n. 2016/679 GDPR and Transparency Document

U.S. applicant notice: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. ToolsGroup is CCPA/CPRA compliant.