Director, IT Service Operations

No Agency Submissions Accepted.

Location: This role will be hybrid in our HQ offices in Sunnyvale, CA 3 days per week-Monday/Tuesday/Thursday

Onwards Together!

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.

Illuminate the future with Illumio and join a team that’s passionate about developing cutting-edge security solutions that protect the world's most critical assets.

Our Team's Vision:

Our IT team is a key contributor at the heart of our operations, collaborating closely with teams across the organization to drive business value. We encourage our team members to be innovators, actively seek solutions, and meet challenges head-on.

From end-user support to pioneering IT solutions and business applications, we continuously advance our capabilities. As a leader in Zero Trust Segmentation—protecting organizations from cyber threats like ransomware—Illumio recognizes the critical role of robust IT infrastructure. Our IT team is a vital and esteemed strategic partner throughout the company.

We are seeking a dynamic and experienced Director of IT Service Operations to lead and evolve our IT Service Operations team. The ideal candidate will have a minimum of 8 years of experience building and managing high-performing teams and a deep understanding of IT service delivery, incident management, and identity and access management (IAM). In this role, you will oversee a growing team of 10 professionals and drive the development and implementation of IT service policies, standards, and procedures. Your leadership will ensure exceptional IT support, streamline operations, and drive efficiency through technology and automation.

Your Impact:

• Build, mentor, and lead a growing team of IT service professionals, fostering a culture of continuous improvement, collaboration, and customer service excellence.
• Provide strategic leadership for IT service operations, ensuring that the team meets or exceeds KPIs and SLAs.
• Develop training, coaching, and career development plans for team members to enhance skillsets and service delivery.
• Manage incident escalation processes, working closely with other departments and stakeholders to ensure timely resolution and communication.
• Drive service request management to ensure optimal performance of IT systems and seamless onboarding/offboarding of employees.
• Lead the team in managing endpoints (desktops, laptops, mobile devices), ensuring consistent security, performance, and usability across all devices.
• Oversee the lifecycle management of employee devices, including deployments, refreshes, and retirement processes.
• Ensure efficient management of supporting applications, such as Jamf, Intune, IT Asset Management (ITAM), Druva, and Illumio.
• Manage corporate identity and access management solutions, including Okta, Mimecast, and M365, ensuring secure access to all systems.
• Develop and enforce best practices for IAM, including onboarding and offboarding processes and compliance with security policies.
• Oversee the management and support of corporate productivity applications, ensuring optimal performance and uptime for applications like M365, ServiceNow, and other cloud-based services.
• Develop and optimize workflows and automations within platforms like Okta Workflows, M365 and ServiceNow to streamline IT processes and enhance employee productivity.
• Ensure IT services adhere to security and compliance standards, particularly with respect to identity management, device management, and cloud applications.
• Collaborate with the Information Security team to maintain best practices for securing applications, devices, and end-user access.
• Manage the company’s AV infrastructure, including video conferencing systems, AV equipment, and collaboration tools such as Zoom, Microsoft Teams, and Slack.
• Oversee the administration of the ServiceNow platform, ensuring that all workflows, automations, and reporting features are optimized for IT service delivery.
• Drive the continuous improvement of the ServiceNow platform to better support IT operations, incident management, and service requests.

Your Toolkit:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 8 years of experience in IT service operations, including building and managing teams.
• Deep understanding of identity and access management (IAM) systems, onboarding/offboarding best practices, and IT service delivery.
• Strong experience with device and endpoint management platforms such as Jamf, Intune, and IT Asset Management (ITAM) tools.
• Expertise in managing IT incidents, service requests, and escalations within service management platforms like ServiceNow.
• Experience in supporting AV systems, video conferencing tools (Zoom, Microsoft Teams), and collaboration platforms (Slack).
• Knowledge of security and compliance practices related to IT operations and service management.
• Strong analytical skills, with the ability to identify areas for process improvement and lead change initiatives.
• Excellent communication, leadership, and interpersonal skills, with a strong aptitude for customer service.

Compensation:

$ 204,000 USD - $ 245,000 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program. #LI-AF1 #LI-HYBRID

Our Commitment:

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.