Ōura - Senior Manager, IT Support

• Lead and develop a globally distributed IT support team across US, Finland, UK, and APAC, owning the full people management lifecycle: hiring, onboarding, performance management, career development, and succession planning. • Drive Oura's AI-first modern ITSM transformation by leading the team through the ServiceNow-to-Atomicwork migration, deploying AI-native ticket deflection, and self-service workflows, and enabling AI coworker agents to handle routine requests autonomously so the team can focus on complex, high-value employee interactions and strategic program delivery. • Own ITSM process design, governance, and SLA accountability across incident management, request fulfillment, change management, escalation frameworks, and executive-ready metrics reporting; build and enforce scalable processes, not just manage a queue. • Partner closely with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and onboarding/offboarding workflows in a collaborative, engineering-adjacent role rather than a siloed Support function. • Own outsourced support and vendor partner relationships, including milestone accountability, SLA governance, performance management, and device lifecycle continuity across global office locations. • Drive cross-functional programs across IT, HR, Legal, Finance, Security, and business leadership by influencing without direct authority, building alignment, and delivering outcomes through strong relationships. • Develop regional IT support teams in the US and Finland toward local informal domain ownership and escalation accountability — and drive continuous improvement through structured root cause analysis. • Participate in on-call rotation escalations for critical IT support incidents and executive escalations. • This is a remote role with a strong preference for candidates who are based on the East Coast or can seamlessly work across EET, EST, and PST time zones.This job involves regular interaction and collaboration with Oura colleagues in Finland, across the US, and in other countries. Finland is in the Eastern European Time Zone, which is 7 hours ahead of US Eastern Standard Time; for example, 7 AM in New York is 2 PM in Finland. Standard office hours in Finland are 9 AM to 5 PM. For this role, applicants should expect regular meetings between the hours of 7 AM and 9 AM Eastern Standard Time (to collaborate with colleagues in Finland) and 5 PM and 7 PM Eastern Standard Time (to collaborate with colleagues on the West Coast) and be open to occasional meetings even earlier. • We Would Love to Consider You for This Role if You Have: • 10+ years in enterprise IT support, service management, or helpdesk leadership in a high-growth, fast-paced technology company — with at least 3+ years at Senior Manager level managing globally distributed teams • Deep ITSM platform ownership — ServiceNow, Atomicwork, Console, JSM, or equivalent; operational ownership of the platform, SLA configuration, and workflow design; experience delivering an AI-native or Slack-first ITSM model is a strong plus • Proven ITSM process delivery and continuous improvement discipline — built and governed incident management, request fulfillment, change management, and SLA frameworks from the ground up; applies root cause analysis systematically to turn recurring incidents into eliminated problems • Strong people developer and cross-functional leader — actively grows ICs into informal regional leads; influences without authority across HR, Legal, Security, Finance, and business leadership; deliberate and structured in coaching, not "let them grow naturally" • Experience managing globally distributed IT support teams across US and European timezones — genuinely operating across US East, EU, and UK as the primary management model, not just occasional international collaboration • Familiarity with Okta or a modern enterprise IAM platform — sufficient to partner with IT Platform Engineering and IT Applications & Automation on JML automation, access governance, and identity lifecycle workflows without needing a technical intermediary • Exceptional communicator — written, verbal, and executive-ready; equally sharp running a team standup with Helsinki, presenting SLA trends to the VP of Technology, and working async across timezones with Jira and Confluence as everyday tools • East Coastbased — remote role with ~25% travel to SF, EU, and UK; open to NY/NJ/CT/PA/MA; comfortable with international travel and a US East timezone anchor