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.