IT Operations Senior Manager

Production support, Software, Project management, Interfaces, Integration, Negotiations, Acceptance testing, Technical training, Business systems, Collaboration, Management consulting, Planning, Waterfall, Technical writing, Active Directory, Agile, QoS, Mentorship, CAN, Systems engineering, MOST, ITIL, UX, Human resources, Scrum, Configuration, IT, Legal, Consulting, IT infrastructure, Leadership, Implementation, Apache Spark, Software development, Best practices, Transformation, Upgrades, LED, Functional management, Operations, Roadmaps, Pricing, Partnership, Modeling, Accountability, Reporting, Data science, Metrics, QA, Problem solving, Governance, Program management, Software portfolio management, Technical support, Senior management, Project budget, FOCUS, Continuous improvement, Finance, Architecture, IT operations, IT service management, Coaching, WAS, Strategy, IT program management, Budget, Information security, Systems architecture, Business cases
Full Time
Depends on Experience
Work from home not available Travel required to 25%.

Job Description


This role is in BCG IT’s Legal Risk and Operations (LRO) team with a primary focus on driving functional excellence within the Operations function.  The IT Operations Senior Manager will partner closely with Directors across Global Travel and Global Meeting Services to advance the systems, architecture and roadmap for each of the sub-functions, while identifying opportunities to align priorities and strategy to add the most value for the firm.   
You will fulfill the role of IT Service Owner for Operations services, supporting the LRO Director to provide metrics of cost, quality, leverage, risk, and user experience for your portfolio’s services in order to promote transparency, accountability, and alignment with the IT as a Service (ITaaS) and IT Service Management (ITSM) frameworks.  
You will manage a global team currently located across Boston and New Delhi to support the broader goals and demand within your functions, while also supporting their individual career development through coaching and mentorship for continuous growth within the team.



You have an ability to build strong relationships with customers in order establish a partnership based on mutual trust and respect. You are highly analytical, and seek to fully understand complex business problems before jumping to a solution – or assuming it can or should be solved solely with technology. You aren’t afraid to challenge the status quo, and can influence senior stakeholders to guide outcomes. Communication is key, especially for liaising between the business and your IT counterparts.  You will need to be able to handle multiple topics in a given day, and be able to shift gears quickly.
The ideal candidate has a broad technical background, or working knowledge of core principles – especially for implementing and running enterprise-level applications. This role will work closely with the Operations Functional Management, LRO Systems Team, Finance and the HR functions to: manage projects and enhancements, perform modernization including system upgrades to support the functional priorities, technical operations/support, Application/System technical Roadmaps, Proof of Value Assessments, data integrations, influence IT modernization/rationalization/transformation and create/contribute to the related business cases for investment.




Manage, in close partnership with the LRO Systems Director, the strategic technical roadmap for IT systems and enhancements, establishing project, budget, resource requirements and management of technology staff.

  • Manage day to day team of global FTEs and vendor staff
  • Manage/ Identify technical capabilities/limitations of systems
  • Manage Identify/drive modernization, rationalization and transformation strategy from the technical perspective
  • Seek vendor and / or IT development input for how to meet the functional vision and deliver
  • Conduct Proof of Concept activities, delivery and technical solutions assessments as needed
  • Work/collaborate with business function and global IT teams to shape solutions and manage backlog
  • Experience with managing vendor contracts/statements of work, quality of service and negotiation of 3rd party vendor staff
  • Advanced or Bachelor’s degree or 8-10 years of related/practical experience
  • Project management experience, with ability to manage a large budget and potentially oversee resources that do not report to you but are accountable for project deliverables
  • Strong problem solving skills in a fast-paced environment

Manage implementation of systems and enhancements

  • Translate/drive/influence functional definitions and reporting needs to detailed IT requirements

  • Manage production support including issues, quality, schedule, prioritization, IT budget – collaboration with functional, internal IT teams and vendors across the Operations portfolio.

  • Manage/Coordinate user acceptance testing engagement for enhancements and overall technical program management

  • Program management and its processes (Agile / Scrum / Waterfall)

  • IT Service Management and Architecture

  • Clearly communicate enhancement /incident/issue status under ITIL/IT Service Management (ITSM) standards as a portfolio.

  • Recommend best practices/continuous improvement for using and administering platforms, interfaces, integrations and core systems development

  • Provide/influence/drive and maintain reporting platforms, support ad hoc data requests

  • Provide/influence IT training opportunities to users of systems for new projects and enhancements

  • Drive/Influence IT Service Management (ITSM) Governance model with an emphasis on Architecture Led planning, technical solutions assessments, configuration items and extensive technical documentation standards

  • Familiarity with reducing technical debt and/or modernizing configuration items for portfolio.

  • Understanding of system pricing/technical cost of ownership (TCO) modeling and IT Application Portfolio Management with an emphasis on rationalization concepts and System Source of Truth (SSOT)

  • Contribute to systems support activities

  • Partner and collaborate with operations, functional business teams,  and global technology office to ensure systems issues are resolved in a proactive manner

  • Identify/manage required upgrades to existing systems, reduce technical debt and align to strategic application roadmaps (modernization/transformation)



BCG’s information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.


Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. To succeed, organizations must blend digital and human capabilities. BCG’s diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change through leading-edge management consulting as well as data science, technology and design, digital ventures, and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization to deliver results that help our clients thrive.


Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.


Dice Id : RTX1a02d3
Position Id : 9638BR
Originally Posted : 1 month ago
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