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:
- 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
- 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
- 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.
