Underscore Marketing - Manager, Enterprise IT Operations
Requirements
• 5–7 years of progressive experience in IT operations, systems management, or technology program execution • Proven track record managing or coordinating external IT vendors, MSPs, or third-party partners • Experience driving cross-functional technology initiatives across multiple teams and stakeholders • Hands-on experience working with enterprise systems such as Microsoft 365, collaboration tools, and integration platforms • Demonstrated ability to track and deliver initiatives on time in fast-paced, multi-system environments • Preferred Experience • Experience working in a services-based or agency environment with distributed teams • Exposure to IT service management (ITSM) practices such as incident, change, and problem management • Experience supporting system implementations, migrations, or operational transformation efforts • Education • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred • Relevant Microsoft certifications in Microsoft 365, Azure or security domains are a plus, demonstrating familiarity with enterprise platforms, system administration, and governance best practices. • Travel • Candidate willing to travel Domestic and International as needed. • Interested?Apply by submitting your resume and a brief note outlining your healthcare or media experience. • Interested? • Underscore Marketing is a woman-owned, independent agency specializing in life sciences. Since 2002, we've helped clients gain a competitive edge through bold, data-driven promotional strategies that deliver measurable results. • Our team comprises media, strategy, and omnichannel analytics experts who thrive on collaboration, innovation, and results. When you join Underscore, you become part of a dynamic environment where your ideas matter, your growth is supported, and your work helps elevate brands in a competitive healthcare landscape. • If you're passionate about making a difference and want to be part of a team that values integrity, creativity, and results, if that sounds like you, we invite you to share.
Responsibilities
• Execute Technology Strategy • Act as the primary execution partner to Underscore’s CTO • primary execution partner to Underscore’s CTO • Translate technology strategy, roadmaps, and priorities into clear, actionable workplans • clear, actionable workplans • Ensure all technology initiatives align with defined governance, standards, and enterprise architecture • governance, standards, and enterprise architecture • Track and drive progress across all active initiatives • Own Day-to-Day IT Operations & Coordination • Own day-to-day coordination of IT initiatives and roadmap execution • day-to-day coordination of IT initiatives and roadmap execution • Ensure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendors • Proactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiatives • Maintain clarity on ownership, timelines, and deliverables across all workstreams • Manage IT Vendors & MSP Relationship • Own the MSP relationship as a managed service, not a support function • Define clear direction, scope, and expected outcomes for all vendor work • Enforce service accountability through SLAs, responsiveness, and delivery quality • Ensure work is aligned to business priorities, not ticket volume • Coordinate across vendors and internal stakeholders to ensure seamless delivery • Drive Cross-Functional IT Alignment • Ensure communication and alignment across business units, Global Ops, and Strategic Ops • communication and alignment across business units, Global Ops, and Strategic Ops • Act as the connective layer between: • Enterprise systems (IT, security, Microsoft tenant) • Strategic workflows (Wrike, automation, reporting data and inputs) • Drive consistent system adoption across teams • Intake, Discovery, & Prioritization Support • Lead initial intake and discovery for new technology requests • initial intake and discovery for new technology requests • Partner with stakeholders to clarify business needs, scope, and impact • Translate requests into structured, decision-ready inputs for leadership • structured, decision-ready inputs • Support prioritization processes led by the CTO and executive team • Support Adoption, Training & Change Management • Drive successful onboarding and adoption of enterprise tools and platforms • successful onboarding and adoption of enterprise tools and platforms • Coordinate training efforts across teams to ensure all team members are able to use the systems efficiently • Ensure tools are used consistently and effectively across the organization • Reinforce standardized processes and reduce reliance on workarounds • Ensure Stable, Secure, Scalable Operations • Support enterprise capabilities across: • IT & Security tools • Microsoft environment • System integrations • Ensure systems are reliable, secure, and aligned to scale needs • reliable, secure, and aligned to scale needs • Success Metrics • Success Metrics • Consistent, on-time execution of technology initiatives • Reduced operational friction and faster issue resolution • High alignment across teams, vendors, and leadership • Increased adoption and effective use of enterprise platforms • Clear, structured intake and prioritization of technology needs • What This Role Does NOT Own • Long-term technology strategy or vision • Final prioritization of roadmap initiatives • Hands-on technical execution delivered by MSP partners • Ideal Profile • Strong IT operations or systems management background • Experience managing MSPs, vendors, and cross-functional stakeholders • MSPs, vendors, and cross-functional stakeholders • Knowledgeable of cybersecurity frameworks, standards and best practices (i.e. NIST, SOC) • Highly organized with strong program management and execution discipline • program management and execution discipline • Able to translate business needs into structured technical work • translate business needs into structured technical work • Comfortable operating in environments with multiple systems (Microsoft, Wrike, BI tools, etc.) • multiple systems (Microsoft, Wrike, BI tools, etc.)
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