IT Operations Manager - Intelligent Mobility(Hybrid)

About the Role

Reporting to the VP of Information Technology for Mobility Operations, the manager will own day‑to‑day support operations across multiple high‑visibility client engagements. Responsibilities include end‑user support, incident/event/problem management, change control and vendor performance, while collaborating with Architecture, Engineering and Program Management teams to ensure operational readiness for new deployments. The role bridges project delivery and operational excellence to sustain high‑performance transportation technology solutions. The position follows a hybrid work model with office presence required for team collaboration and client meetings, and allows flexibility for remote work. Travel of 15–25 % is expected for client site visits, quarterly operations reviews and annual strategic planning, and occasional after‑hours support may be needed for major incidents or planned maintenance. The role coordinates 24/7/365 support rotations and escalation procedures for mission‑critical systems. • Lead day‑to‑day IT operations for tolling, transit fare collection, contact‑center and traffic‑management systems across the Western Region. • Oversee end‑user support, incident, event and problem management per ITIL Service Operations. • Direct change management to deploy updates, patches and configuration changes with minimal disruption. • Manage 24/7 support rotations, escalation procedures and operational runbooks. • Monitor vendor SLA performance for cloud providers, telecom carriers and software partners; drive accountability. • Conduct service readiness assessments and lead transition from project delivery to steady‑state operations. • Perform root‑cause analysis of major incidents and implement preventive automation. • Ensure compliance with information security policies, GRC frameworks and client audit requirements. • Apply ITIL v3/v4, JIRA Service Management/ServiceNow and automation tools (Ansible, PowerShell, Python) to streamline processes. • Contribute to WSP’s mission by supporting critical transportation infrastructure and advancing smart mobility solutions.

Key Responsibilities

• ▸it operations
• ▸incident management
• ▸change management
• ▸automation tools
• ▸vendor management
• ▸security compliance

What You Bring

A bachelor’s degree in IT, Computer Science, Business Administration or a related field is required, and certifications such as ITIL Foundation, ServiceNow CSA, Security+ or PMP are preferred. Candidates should have at least five years of IT operations management experience in complex, multi‑vendor environments, with three years managing 24/7 enterprise‑scale support, and a background supporting public‑sector transportation is strongly preferred. The expected salary range is $103,300‑$150,590, accompanied by a comprehensive benefits package including health insurance, 401k matching, professional‑development support and generous paid time off. • Demonstrate 5+ years of IT operations management in multi‑vendor, 24/7 environments, preferably public‑sector transportation. • Hold a bachelor’s degree; ITIL, ServiceNow, Security+, PMP certifications preferred.

Requirements

• ▸itil
• ▸servicenow
• ▸security+
• ▸pmp
• ▸5+ years
• ▸public transport

Work Environment

Hybrid