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ITIL Operations Manager (Cloud Applications, AWS, SaaS)


Lake Mary, FL, US

Req ID:  1422
Level of experience:  Management/Sr. Management
Remote:  No
Travel Required:  0%-25%

Employee Type:  Full - Time 




Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.



As a Manager of Operations at Ellucian you will be part of a 24/7 team managing the operational ITIL processes of Incident, Request and Problem management on a global basis.  This role is key to enabling the Ellucian Cloud organization to consistently protect the customer experience and ensure that we prevent or minimize any interruption to the customer.

Essential Duties & Responsibilities

Process Management:

  • Provide Cloud support in-line with established procedures and best practice.
  • Ensure service operational procedures and practices are well defined, documented and consistently applied.

  • Apply appropriate best practice to all aspects of Cloud service delivery.

  • Implement and maintain Cloud policies, processes and procedures for Incident, Request, and Problem Management.

  • Champion ITIL standards across Cloud teams.

  • Look for opportunities for process optimization.

  • Create and maintain global standards.

  • Key stakeholder for ITSM Steering Committee.

  • Support IT Change Control by assisting with the communication of changes to stakeholders and end-users.


Operational Support:

  • Take responsibility in the governance of the Incident and Problem Management end to end process with cross technology teams and external vendors, ensuring all KPI’s are met and a high standard of management and reporting are consistently achieved.
  • Create reports for published key performance indicators and targets, identifying trends.

  • Act as an escalation point for non-standard requests and complex customer support incidents.

  • Act as an escalation point for any high impact incidents.

  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required and ensuring stakeholders are given regular updates on status of their issue.

  • Major incidents are closely managed, appropriately communicated and escalated.

  • Driving with focus and urgency the mitigation of root cause and all relevant improvement actions. Own all Problem Management activity for all managed incidents.

  • Identify recurring problems in the Cloud environment and define corrective and preventative action plans.

  • Create and critically review knowledgebase articles for accuracy and relevance.

  • Support the business in preparation of internal and external performance and audit in relation to the services supported, as required.

  • Escalate IT security incidents according to standard operating procedures.


Resources and Leadership:

  • Manage a team of service operations support and process management personnel.
  • Resource planning to meet support needs of the business and management of ITIL processes.

  • Build internal ITIL skills.

  • Lead, motivate and manage the internal team.

  • Foster and promote strong collaboration within the team.


  • Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field, or equivalent experience.
  • Minimum 5 years working in IT Service Delivery. Experience with defining and delivering solid ITIL processes to a global business.
  • A passion for Service Improvement.
  • Experienced Service Management professional.
  • ITIL Practitioner qualified, or equivalent knowledge gained through work experience.
  • Broad technical understanding.
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
  • Expert knowledge of ITIL disciplines.
  • Proven analytical and problem-solving abilities.
  • Excellent leadership and people management skills.
  • Excellent written and verbal communication skills.
  • Willingness to support and mentor junior staff.
  • Excellent customer facing/customer service skills.
  • Able to work under pressure and meet deadlines.
  • Able to demonstrate a high degree of flexibility including shift and out of hours working.
  • Excellent organizational skills.
  • Self-motivation and able to take responsibility.
  • Able to manage and prioritize tasks and time efficiently.

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group / department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the job holder to recognize this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organizational needs. Any major changes will be discussed with the job holder.

Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Orlando

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