IT Operations Manager

Available Locations: Austin TX
About the Role
We're seeking a Regional IT Operations Manager to lead and scale our IT Operations function for North America. This role is accountable for the regional delivery of IT support and services, including Onsite IT support, AV Event Support, Hire to Retire, IT Service Desk (level 2 and escalations as needed), and Vendor Management.
As a manager, you oversee the regional IT Operations team (including individuals in Austin, San Francisco and NY), set priorities for your region, and ensure alignment with the Global IT Operations strategy. This role reports to the Sr. IT Operations Manager, and partners closely with other regional operations managers to deliver seamless, standardized IT services worldwide. This role is based in Austin, TX and requires being onsite and includes on-call responsibilities..
About the Team
You will lead a regional team of IT Operations professionals and people leaders who provide enterprise-level support for employees across multiple office sites. Our mission is to deliver exceptional IT experiences that balance operational excellence with innovation, enabling employees to work securely and productively wherever they are.
What You'll Do
Regional Leadership & People ManagementManage IT Operations Leads/Managers and their teams across North America. Develop workforce plans, staffing, and talent development strategies that support growth and scalability.Provide coaching, mentoring, and career development to the IT team within your region.Foster a culture of accountability, collaboration, and continuous improvement.Operational Delivery & Service ManagementEnsure high-quality delivery of IT operations and support services for all regional offices.Oversee ITIL-aligned processes (Incident, Change, Knowledge, and Asset Management) at the regional level.Establish clear KPIs/SLAs and ensure performance is tracked and reported against goals.Escalate and resolve complex technical and service challenges with cross-regional collaboration.Strategic Alignment & Process ImprovementDrive the standardization of IT operations practices in alignment with global policies, while accounting for regional business needs.Implement workflows, automations, and tools that improve efficiency, scalability, and service quality.Champion process improvement methodologies (Lean, Kaizen, ITIL CSI) within the regional IT Operations team.Cross-Functional & Stakeholder EngagementPartner with HR, Facilities, and Security to provide seamless onboarding, offboarding, and workplace IT experiences.Serve as the primary regional escalation point for senior business stakeholders.Collaborate with global IT Operations leadership to influence strategy, budgets, vendor contracts, and long-term planning.Data & ReportingOwn regional metrics and operational dashboards to provide visibility into IT performance and user experience.Present regional IT health, risk areas, and improvement initiatives to IT and business leadership.Use data-driven insights to propose resource allocation, budget, and technology investments.
What You'll Bring

• Bachelor's degree in Computer Science, Engineering, MIS, or equivalent work experience.
• 8+ years in IT Operations or IT Service Management, with at least 4+ years in people management, including experience managing managers or multi-site teams.
• Proven track record of leading IT Operations in a regional capacity within a global company.
• Strong leadership, communication, and stakeholder management skills, with ability to influence at Director/VP level.
• Hands-on knowledge of enterprise IT environments (Windows, Mac, Linux, endpoint management, identity/access, AV support).
• Experience managing budgets, vendors, and service contracts.
• Skilled in ITIL practices and reporting on operational KPIs/OKRs.

Bonus Points

• ITIL v4 Managing Professional or Intermediate certifications.
• Experience with Jira Service Management, Atlassian Assets, JAMF, InTune, or Okta.
• Lean or Six Sigma certification.
• Background in technology, SaaS, or other high-growth industries.
• Experience leading IT operations across multiple countries or diverse office environments.

Compensation
Compensation may be adjusted depending on work location.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave