[Remote] Senior IT Strategy and Operations Manager

Note: The job is a remote job and is open to candidates in USA. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. The IT Strategy and Operations Manager will lead IT strategy and operations execution, focusing on establishing operational excellence through data-driven insights and scalable practices to improve service delivery and overall end-user experience.ResponsibilitiesDeeply analyze existing IT service performance metrics and establish baseline team-level metrics across service delivery, support quality, system reliability, and operational healthDefine and implement standardized IT operations metrics (e.g., uptime, ticket resolution, SLA compliance) and dashboards across IT teams to enable consistent measurement and transparencyPartner with IT leadership to ensure metrics are actionable, aligned with business outcomes, and used for the creation and update of OKRs, QBRs, and MBRs to senior leadershipReview and streamline the current IT operating cadence (including change management, incident response, project planning, and post-mortems) to reduce overhead and increase team autonomyOperationalize consistent rhythms and project management (e.g., quarterly planning, sprint planning, stakeholder meetings, operational reviews) while allowing for team-level flexibilityAssess current IT service management (ITSM) processes, identifying gaps and risks impacting system reliability, support availability, and end-user satisfactionPartner with Security and cross-functional business units to drive adoption of IT best practices, tooling, and co-created solutionsIdentify opportunities for automation across IT support and infrastructure workflows (e.g., provisioning, monitoring, troubleshooting) to reduce manual effort and operational toilChampion continuous improvement initiatives that improve IT staff efficiency, ensure practices scale effectively, and reduce escalations and friction for end-usersSkills5+ years of experience in IT operations with a strong background in project management, service management metrics (e.g., SLAs, KPIs, OKRs), and technology execution at scaleProven ability to define metrics, analyze data, and drive meaningful change based on insightsExcellent stakeholder management and influencing skills across IT, business, and leadership levelsA proactive approach to building structure, operating in ambiguity, and establishing scalable practices where they do not yet existHands-on experience with IT Service Management (ITSM) tools, with a strong preference for the Atlassian toolset (Jira, Confluence, Jira Service Desk)BenefitsHealth, Dental, Vision benefits start on your first day at Spring.You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.Employer sponsored 401(k) match of up to 2% for retirement planningA yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.We offer competitive paid time off policies including vacation, sick leave and company holidays.At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscriptionAccess to BrightHorizons, which provides sponsored child care, back-up care, and elder careUp to $1,000 Professional Development Reimbursement a year.$200 per year donation matching to support your favorite causes.Company OverviewSpring Health provides mental health solution for employers and health plans. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://www.springhealth.com.Company H1B SponsorshipSpring Health has a track record of offering H1B sponsorships, with 2 in 2026, 1 in 2025, 6 in 2023, 6 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.