Sr. Manager, Global IT Service Management & Delivery (AI Ops)

Location: New York, New York, USA (Corporate Headquarters)

Base pay range: $145,000–$155,000 annually

Company

Global house of brands including Coach and Kate Spade New York, focused on innovative retail and customer experiences.

What you will do

• Lead and mature ITIL4-aligned Incident, Problem, Change, Risk, and Knowledge Management processes.
• Drive root-cause elimination, trend analysis, preventive actions, and operational improvements that protect customer experience, revenue, and business continuity.
• Manage vendor performance, SLAs/XLAs, governance, dashboards, reporting, and continuous improvement initiatives.
• Advance AI Ops through noise reduction, anomaly detection, event correlation, and automated remediation.
• Strengthen CMDB accuracy, service mapping, dependency modeling, impact analysis, observability, and monitoring across cloud, retail, eCommerce, SAP, cybersecurity, and other enterprise platforms.
• Build and lead a high-performing team while evolving incident response toward AI Agent Ops and autonomous triage.

Requirements

• 8+ years of experience in ITSM and IT Service Delivery leadership roles.
• Expertise in ITIL4, Incident, Problem, and Change Management, and operational excellence frameworks.
• Hands-on experience with ServiceNow, CMDB, automation, and workflow optimization.
• Experience with AI Ops, data analytics, observability tools, cloud platforms, and hybrid enterprise environments.
• Strong knowledge of Cybersecurity and InfoSec operations, including security incident handling.
• Proven ability to influence cross-functional teams and drive innovation.

Nice to have

• Certifications in Data Analysis, Data Science, or AI Ops.

Culture & Benefits

• Inclusive environment that values individuality, creativity, learning, and customer focus.
• Medical, dental, and vision insurance.
• 401(k), paid parental leave, commuter benefits, and disability insurance.
• Tuition assistance and opportunities for professional development.