Manager, Platform and Operations (Remote)

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Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - *Thriving in Dynamic Times*

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - *The “Stuff” it takes to be a Needle Mover*

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - *Humble, Hungry and Smart*

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

The Platforms and Operations Manager is responsible for leading the operational execution, governance, and continuous improvement of Managed Services delivery through both people and technology enablement. This role owns the intersection of service operations and platform performance, ensuring that stable, scalable, and well-governed systems support Managed Services teams.

This position provides direct leadership over the Managed Services Platform Team and serves as the primary operational owner for core platforms such as ServiceNow, LogicMonitor, N-able, and related tooling. The Platforms and Operations Manager ensures these platforms are optimized to reduce delivery friction, improve cross-team handoffs, increase automation adoption, and enable consistent, high-quality service delivery across Service Desk, NOC, and SOC functions.

Acting as a central point of coordination, this role partners closely with Managed Services leadership, platform stakeholders, and technology vendors to drive process standardization, platform reliability, and measurable outcomes aligned to SLAs, customer satisfaction, operational efficiency, and business growth.

What You'll Do:

• Provide oversight and continuous improvement of service management and operational processes across Managed Services
• Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
• Strong hands-on experience with enterprise ITSM and monitoring platforms
• Demonstrated ability to design, standardize, and improve operational processes across multiple teams.
• Experience driving automation, workflow optimization, and tool integrations in a managed services environment.
• Strong understanding of ITIL-based service management concepts (incident, Request, Change, Problem, SLAs).
• Proven ability to translate business and operational requirements into scalable platform solutions.
• Experience managing vendor relationships, licensing models, and cost controls.
• Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
• Lead process improvement initiatives focused on reducing delivery delays, increasing automation effectiveness, and improving prioritization.
• Create, improve, and maintain policies and procedures that support customer satisfaction and on-time delivery.
• Educate and enforce adherence to process standards, methodologies, and governance frameworks.
• Identify gaps in resources, skills, or processes that may impact service delivery and facilitate discussions to address them.
• Excellent communication and stakeholder management skills, with the ability to influence across teams and leadership levels.
• Strong analytical and reporting skills, with a focus on metrics-driven decision making.

Qualifications:

• 7+ years of experience in IT Managed Services, IT Operations, IT Service Management, or a related discipline.
• Previous experience in people management or team leadership, preferably overseeing platform or operations-focused teams.
• Experience owning or optimizing ITSM and monitoring platforms (e.g., ServiceNow, LogicMonitor, N-able, or similar).
• Strong understanding of platform governance, change control, and release management in production environments.
• Experience driving workflow optimization, automation, or tool integrations.
• Ability to manage competing priorities across platforms, operations teams, and stakeholders.
• Strong problem-solving mindset with an emphasis on continuous improvement.
• Customer-first mindset with the ability to balance standardization vs client-specific requirements.
• Experience developing and maintaining operational documentation (SOPs, runbooks, knowledge bases).

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

Estimated Pay Range

$132,000—$150,000 USD

The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com.

\*\*\*To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.