Lead IT Business Operations

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The IT Business Operations Strategy Lead is a senior individual contributor responsible for driving strategic initiatives that modernize, automate, and strengthen the Service Desk. This role focuses on improving processes, technology platforms, service readiness, automation, ticket quality, and cross-functional alignment.
The Strategy Lead partners with CCTO, Engineering, Identity Operations, Client Operations, Change Management, Problem Management, Reporting and ServiceNow Platform teams to ensure the Service Desk is informed, prepared, and continuously improving.
This position leads modernization efforts, program delivery, analysis, and enablement work that supports the operational team and elevates the capabilities of the entire Service Desk organization.
Responsibilities
Strategic Modernization & AI/Automation• Serve as the primary lead for the rollout and adoption of PeopleReign Agentic AI, ensuring the Service Desk maximizes automation and AI-assisted triage.• Partner with internal teams to identify automation opportunities and drive execution of high-impact improvements.• Analyze ticket and contact trends to recommend targeted automation, workflow, and process enhancements.
Technology & Platform Enablement• Lead efforts to modernize the IVR and contact routing platform to a Modern call-based solution.• Partner with ServiceNow or future ITSM teams to redesign and optimize catalog items, templates, forms, and workflows.• Develop documentation, standards, and design patterns to ensure consistent support workflows and knowledge management.
Process & Governance Alignment• Act as the liaison for Problem Management identifying trends, reviewing root causes, and driving follow-through with owners.• Participate in STR (Service Transition Review) to ensure the Service Desk is prepared for new product deployments, tools, or changes in service scope.• Engage in Change Management meetings to evaluate potential impacts on frontline support and communicate required readiness steps.• Lead SOX/IAM compliance efforts related to access reviews, process documentation, and audit support.
Analytics & Continuous Improvement• Partner closely with the Manager, Service Desk Operations to translate insights into actionable frontline changes.• Identify gaps in processes, documentation, or tooling and collaborate with cross-functional partners to address them.• Track outcomes of improvement initiatives, ensuring measurable value and operational benefit.
Cross-Functional Partnership• Work with CCTO, Engineering, Product, Cloud, Identity Ops, and Client Ops to anticipate support impacts for upcoming releases.• Ensure the Service Desk is not blindsided by new product launches, technology rollouts, or changes in systems.• Build relationships across the business to strengthen communication channels and information flow.
Qualifications
Required Skills & Qualifications• 5+ years of experience in IT Service Desk, IT Operations, Problem Management, or similar ITSM function• Strong understanding of ITSM processes, ServiceNow, and Service Desk workflows• Demonstrated experience with automation, AI platforms, or process modernization initiatives• Excellent analytical and documentation skills, including the ability to translate data into actionable insights• Strong communication skills with the ability to lead initiatives without direct people management
Preferred Qualifications• ITIL Foundation Certification• Experience with ServiceNow workflow design or optimization• Experience with IVR/contact center modernization• Knowledge of SOX/IAM compliance processes• Experience with AI/machine learning or automation tools (e.g., PeopleReign, chatbots, RPA)
Success Indicators for This Role• Increased automation and measurable reductions in manual workload• Improved ServiceNow template quality and reduced ticket misroutes• Stronger STR and Change readiness with fewer "blind-side" deployments• Better cross-departmental alignment between Service Desk and technical teams• Clear visibility into trending issues and accelerated root-cause resolution• More predictable workloads and improved Service Desk efficiency as a result of strategic initiatives
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
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Nearest Major Market: Plano
Nearest Secondary Market: Dallas