Senior Manager IT Operations & Service Management at Merit

Irving, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HVACIndustries

Requirements

Experience designing, implementing, and maturing ITIL-based processes (Incident, Problem, Change, Asset Management, Disaster Recovery)
Strong leadership in IT operations and service management, blending strategic design with hands-on execution
Ability to champion customer-first culture, develop/maintain SLAs, gather feedback, and drive continual improvement
Expertise in aligning ITSM with ITIL principles (Service Strategy, Service Design, Continual Improvement)
Proficiency in defining KPIs, dashboards, and conducting service reviews
Skills in leading Change Advisory Board (CAB), maintaining change policies/procedures, and ensuring testing/rollback planning
Capability to lead ITIL training, promote accountability/communication, and serve as escalation point for high-impact issues

Responsibilities

Champion customer-first culture in IT operations, ensuring responsiveness, empathy, and professionalism
Develop and maintain SLAs for measurable performance and customer satisfaction
Gather feedback via surveys, metrics, and stakeholder sessions to enhance user experience
Serve as key escalation point for high-impact issues with transparent communication to business leaders
Design, implement, and mature ITIL-aligned processes for Incident, Problem, Change, and Asset Management
Align ITSM practices with ITIL’s Service Strategy, Service Design, and Continual Improvement principles
Define KPIs and dashboards to measure process performance, SLA adherence, and service health
Conduct regular service reviews with business units to align IT with organizational goals
Lead ITIL training and awareness programs to increase adoption and maturity
Lead and chair the Change Advisory Board (CAB) for reviewing, assessing, and approving production changes
Maintain Change Management policy, procedures, and documentation
Partner with technical teams for thorough testing, validation, and rollback planning
Monitor change success rates and implement corrective actions for stability and governance

Skills

Key technologies and capabilities for this role

ITILIT OperationsService ManagementIT Service DeliveryProcess Design

Questions & Answers

Common questions about this position

What is the reporting structure for the Senior Manager IT Operations & Service Management role?

The role reports to the VP, Infrastructure and Operations.

Is this a full-time position?

Yes, the position is full-time.

What are the key responsibilities related to ITIL framework?

The role involves designing, implementing, and maturing ITIL-based processes centered on Incident, Problem, Change, and Asset Management, as well as Disaster Recovery readiness and testing.

What company culture does Meriton promote?

Meriton promotes a culture that believes in big ideas, doing great work, building careers that matter, accountability, communication, service excellence, and being the BEST company for employees.

What makes a strong candidate for this role?

A strong candidate will have hands-on leadership experience in IT operations, expertise in designing and implementing ITIL-based processes, and the ability to champion a customer-first culture with a focus on service excellence.

Merit

Software solutions for government programs

About Merit

Merits.com offers software solutions for large-scale government programs, focusing on public sector needs such as state service agencies and emergency response teams. Their platform connects systems, manages workflows, and provides analytics, ensuring quick deployment and high security through Snowflake Data Cloud. In emergencies, they assist first responders, while also helping employment agencies connect job-seekers with opportunities and state agencies streamline services. The goal is to enhance the efficiency of government programs, ensuring compliance with regulations and supporting economic growth.

Sunnyvale, CaliforniaHeadquarters

2016Year Founded

$76.4MTotal Funding

SERIES_BCompany Stage

Data & Analytics, Government & Public Sector, Enterprise Software, DefenseIndustries

51-200Employees

Benefits

Health, dental, vision, life, & short-term disability insurance

Parental leave

Flexible work

Unlimited PTO

Paid holidays

Risks

Rising competition in GovTech could threaten Merit's market share.

State contract reliance exposes Merit to political and budgetary changes.

Rapid tech changes require Merit to innovate continuously to stay competitive.

Differentiation

Merit's SwaS model accelerates government program transformation, achieving 95% customer satisfaction.

The platform offers secure, real-time verification for licenses and eligibility status.

Merit combines technology with on-ground support for emergency response and workforce revitalization.

Upsides

Growing demand for digital identity verification boosts Merit's market potential.

Government funding expansion for workforce programs aligns with Merit's solutions.

Increased focus on disaster preparedness enhances demand for Merit's emergency technology.

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