Manager, Tools

The Global Manager, Tools and Automation is responsible for leading and managing the Global members of,tools and automation team to support the overall IT strategy of AHEAD Managed Services. This role focuses on overseeing the development, delivery, and optimization of IT tools and automation solutions to enhance service delivery and operational efficiency. As a member of the Managed Services Strategy and Governance Team, this role will work closely with other leadership team members to ensure the successful implementation of platform initiatives and tools that align with customer requirements and AHEADs business objectives.

The Global Manager will also collaborate with cross-functional teams, both internal and external, to ensure tools and automation processes meet service level requirements and drive continuous improvement in IT operations.

Responsibilities - Strategic Planning
- Contribute to the development and implementation of tools and automation strategies that align with Managed Services goals and objectives.
- Collaborate with senior management and other stakeholders to ensure global tools and automation initiatives meet operational and business needs.
- Identify opportunities for automation and process optimization in collaboration with the global team.

Global Team Leadership- Provide leadership and direct management to global team members responsible for tools and automation initiatives.
- Support career development, mentoring, and performance management for the global team.
- Foster a collaborative and innovative work environment among global team members, encouraging continuous learning and improvement.
- Act as a primary point of contact for the global tools and automation team, ensuring alignment with organizational priorities.

Operational Excellence- Oversee the delivery, implementation, and maintenance of tools and automation solutions managed by the global team.
- Monitor and analyze global tools and automation processes to identify areas for optimization and improvement.
- Ensure adherence to best practices, processes, and relevant frameworks (e.g., ITIL) for tools and automation activities.
- Coordinate with regional teams to ensure global tools and automation efforts are effectively integrated into broader IT operations.

Risk Management and Compliance- Work with Managed Services Compliance Leadership to mitigate risks associated with global tools and automation systems.
- Ensure global tools and automation solutions comply with regulatory, security, and data privacy requirements.
- Collaborate with compliance teams to maintain alignment with organizational standards and policies.

Communication and Collaboration- Act as a liaison between the global tools and automation team, internal stakeholders, and customers to ensure alignment with business needs and expectations.
- Facilitate effective communication and collaboration between global and regional teams to support the successful delivery of tools and automation initiatives.
- Provide regular updates to leadership and stakeholders on the progress of global tools and automation initiatives.

Budget and Resource Management- Monitor resource allocation and performance of the global team to ensure efficient use of resources and delivery of projects on time.
- Identify opportunities for cost savings and efficiency improvements within the scope of global tools and automation activities.
- Support leadership in tracking expenses and aligning resource needs with project priorities.

Required Experience- 7+ years of experiencein IT operations or IT Managed Services, with at least 3

+ years in a leadership or management role focused on IT tools, automation, or process optimization.
- Experience planning and managing IT processes or teams in a customer-focused and metrics-driven environment.
- Knowledge of IT automation technologies, tools, and methodologies, with experience in scripting, system integration, or process automation (e.g., PowerShell, Python, Ansible, or similar).
- Familiarity with ITIL and Service Management processes (e.g., incident, problem, change management) and their application to tools and automation initiatives.
- Strong strategic thinking skills, with the ability to translate business requirements into innovative IT tools and automation solutions.
- Exceptional communication skills, with the ability to effectively engage with customers, internal stakeholders, and leadership teams in both written and verbal formats.
- Experience in risk management, audit compliance, and security best practices as they relate to IT tools and automation.
- Proven organizational skills, with attention to detail and the ability to manage multiple projects or priorities simultaneously.
- Demonstrated ability to collaborate with global teams and build relationships across diverse geographies.
- Experience working with IT Service Management (ITSM) tools such as ServiceNow, SolarWinds, or similar platforms is a plus.