Senior IT Strategy and Operations Manager, Spring Health

• 5+ years of experience in IT operations with a strong background in project management, service management metrics (e.g., SLAs, KPIs, OKRs), and technology execution at scale
• Proven ability to define metrics, analyze data, and drive meaningful change based on insights
• Excellent stakeholder management and influencing skills across IT, business, and leadership levels
• A proactive approach to building structure, operating in ambiguity, and establishing scalable practices where they do not yet exist
• If this role excites you, we encourage you to apply

Desirable

• Reporting to the VP, IT and partnering closely with IT Support, IT System Engineering, and cross-functional leadership, the IT Strategy and Operations Manager will lead IT strategy and operations execution across the organization
• This role is highly cross-functional and impact-driven, with an initial focus on establishing operational excellence through data-driven insights, standardized metrics, and scalable operating practices to improve service delivery, communication, project visibility, and overall end-user experience
• This is a full-time position that is fully remote with the option of being based in our New York City office
• Deeply analyze existing IT service performance metrics and establish baseline team-level metrics across service delivery, support quality, system reliability, and operational health
• Define and implement standardized IT operations metrics (e.g., uptime, ticket resolution, SLA compliance) and dashboards across IT teams to enable consistent measurement and transparency
• Partner with IT leadership to ensure metrics are actionable, aligned with business outcomes, and used for the creation and update of OKRs, QBRs, and MBRs to senior leadership
• Review and streamline the current IT operating cadence (including change management, incident response, project planning, and post-mortems) to reduce overhead and increase team autonomy
• Operationalize consistent rhythms and project management (e.g., quarterly planning, sprint planning, stakeholder meetings, operational reviews) while allowing for team-level flexibility
• Assess current IT service management (ITSM) processes, identifying gaps and risks impacting system reliability, support availability, and end-user satisfaction
• Partner with Security and cross-functional business units to drive adoption of IT best practices, tooling, and co-created solutions
• Identify opportunities for automation across IT support and infrastructure workflows (e.g., provisioning, monitoring, troubleshooting) to reduce manual effort and operational toil
• Champion continuous improvement initiatives that improve IT staff efficiency, ensure practices scale effectively, and reduce escalations and friction for end-users
• What success looks like:
• Standardized IT service metrics, policies, and procedures are adopted, trusted, and consistently reported across all teams
• Streamlined and consistent IT operational rhythms that enable faster, more predictable service and project completion within target timeframes
• Measurable improvements in support metrics (e.g., ticket response/resolution times, SLA compliance, and system uptime) resulting from ITSM, change management, and automation enhancements