Manager, Enterprise IT Operations

Manager, Enterprise IT Operations Location: Remote, US-based, EST hours     Role Summary  The IT Operations Manager acts as the execution engine for enterprise technology, translating strategy into action. This role serves as the critical bridge between leadership, internal teams, and external IT partners, ensuring that technology initiatives are delivered reliably and consistently, aligned with business priorities.  This is a high-accountability, cross-functional role focused on removing friction, driving coordination, and ensuring the organization’s technology environment is stable, secure, and scalable.  Core Responsibilities  Execute Technology Strategy Act as the primary execution partner to Underscore’s CTO  Translate technology strategy, roadmaps, and priorities into clear, actionable workplans  Ensure all technology initiatives align with defined governance, standards, and enterprise architecture  Track and drive progress across all active initiatives   Own Day-to-Day IT Operations & Coordination Own day-to-day coordination of IT initiatives and roadmap execution  Ensure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendors  Proactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiatives  Maintain clarity on ownership, timelines, and deliverables across all workstreams    Manage IT Vendors & MSP Relationship Own the MSP relationship as a managed service, not a support function  Define clear direction, scope, and expected outcomes for all vendor work  Enforce service accountability through SLAs, responsiveness, and delivery quality  Ensure work is aligned to business priorities, not ticket volume  Coordinate across vendors and internal stakeholders to ensure seamless delivery     Drive Cross-Functional IT Alignment  Ensure communication and alignment across business units, Global Ops, and Strategic Ops  Act as the connective layer between:   Enterprise systems (IT, security, Microsoft tenant)  Strategic workflows (Wrike, automation, reporting data and inputs)  Drive consistent system adoption across teams  Intake, Discovery, & Prioritization Support Lead initial intake and discovery for new technology requests  Partner with stakeholders to clarify business needs, scope, and impact  Translate requests into structured, decision-ready inputs for leadership  Support prioritization processes led by the CTO and executive team  Support Adoption, Training & Change Management Drive successful onboarding and adoption of enterprise tools and platforms  Coordinate training efforts across teams to ensure all team members are able to use the systems efficiently   Ensure tools are used consistently and effectively across the organization  Reinforce standardized processes and reduce reliance on workarounds    Ensure Stable, Secure, Scalable Operations Support enterprise capabilities across:   IT & Security tools  Microsoft environment  System integrations  Ensure systems are reliable, secure, and aligned to scale needs    Success Metrics  Consistent, on-time execution of technology initiatives  Reduced operational friction and faster issue resolution  High alignment across teams, vendors, and leadership  Increased adoption and effective use of enterprise platforms  Clear, structured intake and prioritization of technology needs    What This Role Does NOT Own  Long-term technology strategy or vision   Final prioritization of roadmap initiatives  Hands-on technical execution delivered by MSP partners    Ideal Profile  Strong IT operations or systems management background  Experience managing MSPs, vendors, and cross-functional stakeholders  Knowledgeable of cybersecurity frameworks, standards and best practices (i.e. NIST, SOC)  Highly organized with strong program management and execution discipline  Able to translate business needs into structured technical work  Comfortable operating in environments with multiple systems (Microsoft, Wrike, BI tools, etc.)  Experience & Education    Required Experience  5–7 years of progressive experience in IT operations, systems management, or technology program execution  Proven track record managing or coordinating external IT vendors, MSPs, or third-party partners  Experience driving cross-functional technology initiatives across multiple teams and stakeholders  Hands-on experience working with enterprise systems such as Microsoft 365, collaboration tools, and integration platforms  Demonstrated ability to track and deliver initiatives on time in fast-paced, multi-system environments  Preferred Experience  Experience working in a services-based or agency environment with distributed teams  Exposure to IT service management (ITSM) practices such as incident, change, and problem management  Experience supporting system implementations, migrations, or operational transformation efforts  Education  Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred  Relevant Microsoft certifications in Microsoft 365, Azure or security domains are a plus, demonstrating familiarity with enterprise platforms, system administration, and governance best practices.   Travel  Candidate willing to travel Domestic and International as needed.  Interested? Apply by submitting your resume and a brief note outlining your healthcare or media experience. Underscore Marketing is a woman-owned, independent agency specializing in life sciences. Since 2002, we've helped clients gain a competitive edge through bold, data-driven promotional strategies that deliver measurable results.   Our team comprises media, strategy, and omnichannel analytics experts who thrive on collaboration, innovation, and results. When you join Underscore, you become part of a dynamic environment where your ideas matter, your growth is supported, and your work helps elevate brands in a competitive healthcare landscape.    If you're passionate about making a difference and want to be part of a team that values integrity, creativity, and results, if that sounds like you, we invite you to share.      Equal Employment Opportunity Statement   Underscore is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. We believe that diversity drives innovation and success, and we welcome candidates from all backgrounds to apply.