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. Travel is [Insert travel requirement, e.g., not required / required quarterly for team alignment].

What you’ll do:

• 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.

What you’ll bring:

• 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.

Nice to Have

• Hands-on experience with IT Service Management (ITSM) tools, with a strong preference for the Atlassian toolset (Jira, Confluence, Jira Service Desk).

The target base salary range for this position is $147,800 - $164,000, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.