About the Job:

Do you excel at the intersection of technology, stability, and operational resilience The Service Line Leader for Lifecycle Management owns the strategy, delivery, and operational excellence for Lifecycle Management services, including leadership and oversight of the Technology Operations Center (TOC). This leader ensures disciplined Operational Alert Response, and measurable service performance across hybrid cloud and on-prem environments, while driving improvements that reduce operational risk and customer impact.

We are seeking a seasoned, high-caliber operations leader with 10 plus years of experience in mission-critical IT infrastructure environments. As the heart of technical operations for the Lifecycle Management service line, you will lead a high-performing team, enforce operational discipline, and evolve monitoring, operational visibility, and response practices that strengthen platform stability and resilience.

Some of the things you'll be doing:

Lifecycle Management service line ownership

Own the Lifecycle Management service line, including operating model, service definition, engagement model, and service performance reporting.
Establish standards, runbooks, and quality controls to ensure consistent execution and predictable outcomes across the TOC and partner teams.
Drive a continuous improvement roadmap focused on reducing operational risk, improving customer experience, and increasing operational maturity.

Operational visibility and monitoring

Maintain comprehensive 360-degree operational visibility across hybrid cloud environments (Azure, Nutanix), on-prem data centers, and global networks.
Partner closely with platform teams to optimize monitoring and alerting coverage and improve signal-to-noise using platforms such as Elastic and ServiceNow.
Design and maintain executive dashboards that highlight real-time system health and operational KPIs.

Technology Operations Center (TOC) Leadership and Operations

Oversee end-to-end TOC operations, ensuring high system uptime, rapid triage, and consistent operational performance.
Lead a team of skilled engineers, fostering a culture of collaboration, accountability, open communication, and high performance.
Drive continuous improvement across processes, monitoring frameworks, dashboards, and operational maturity.
Model organizational values and uphold diversity, equity, and inclusion standards.

Operational Alert Response and Critical Event Leadership

Own Operational Alert Response execution, including alert intake, triage, correlation, escalation, stakeholder communications, and closure quality.
Liaise with Major Incident Management and participate in cross-functional response bridges to accelerate service restoration.
Ensure the team meets or exceeds SLAs for Time to Acknowledge (TTA) and Time to Restore Service (TTR).
Participate in Root Cause Analysis (RCA) sessions to ensure permanent fixes are implemented and lessons learned are documented and actioned.

Patching Lifecycle Execution

Operate the end-to-end patching program for supported infrastructure and platforms, coordinating with infrastructure and application teams to plan, execute, and validate patching outcomes.
Participate in defining patching standards and schedules (cadence, blackout windows, emergency patching), and ensure adherence to change controls and communication expectations.
Drive measurable outcomes such as patch compliance, reduction in unplanned outages tied to outdated components, and fewer repeat alerts driven by known hygiene gaps.
Ensure patching activities are fully documented, repeatable, and supported by runbooks, backout plans, and validation steps.

Collaboration and Delivery

Partner with ServiceNow, Elastic, capability leads, architects, and key stakeholders to translate monitoring and operational requirements into high-quality technical solutions.
Drive advancements across automation and predictive capabilities that improve detection, reduce alert volume, and accelerate restoration.
Conduct process reviews, enforce industry standards, mentor junior engineers, and support Agile ceremonies when needed to deliver outcomes.

What technical skills, experience and qualifications do you need

14 plus years in IT Operations, with at least 7 years in a direct leadership or managerial role within an operations center or ITSM environment.
Bachelor's degree in computer science, Information Technology, or related field (master's preferred).
Experience with virtualization and cloud-native monitoring, plus familiarity with cloud infrastructure and operational automation.
ITIL v4 Foundation preferred
Experience with ATF, DevOps, or automated deployments, plus strong knowledge of enterprise IT operations practices.

Preferred qualifications

Familiarity with cloud platforms (Azure, AWS).
Experience with ServiceNow ITSM module.
Experience with ITIL practices and escalation management.

What success looks like

TOC execution is consistent and measurable, strong shift handoffs, clear escalation paths, and high-quality Operational Alert Response.
Improved operational outcomes, faster TTA and TTR, reduced alert noise, fewer repeat alerts due to verified corrective actions.
Dashboards provide leadership-ready visibility into health, trends, and risk, enabling proactive action.
Lifecycle Management is viewed as a mature, reliable service line with strong stakeholder confidence and continuous improvement momentum.

About The Team

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, U.S., providing market-leading expertise and knowledge-based solutions to clients worldwide. We have an unmatched global reach with offices and capabilities in more than 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,500 colleagues. We are the business behind business.®

Visit our careers site to learn more about CSC, Our Values, and our unwavering commitment to our clients, communities, and each other.

CSC is dedicated to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is respected. We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging.

Colleagues are empowered to own their careers and have access to various career opportunities and excellent benefits, including annual Success Sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly through our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

Senior Manager of Technology