IT Operations Manager, Infrastructure (52915)

Citrin Cooperman offers a dynamic work environment, fostering professional growth and collaboration. We’re continuously seeking talented individuals who bring a problem-solving mindset, fresh perspectives, and sharp technical expertise. We know you have choices, so our team of collaborative, innovative professionals are ready to support your professional development. At Citrin Cooperman, we offer competitive compensation and benefits and most importantly, the flexibility to manage your personal and professional life to focus on what matters most to you!

We are looking for an experienced IT Infrastructure Operations Manager who also acts as the Delivery Manager for infrastructure projects. You will run the infrastructure intake process, track critical projects through to delivery, and provide timely, accurate metrics and status reporting to stakeholders. You will work closely with operations, engineering, vendors, and business teams so that infrastructure initiatives (migrations, upgrades, data center moves, new site rollouts) are well governed, visible, and delivered on schedule.

Responsibilities are, but not limited to:

• Design, document, and continuously refine the Infrastructure Projects Intake process, including request channels, intake forms and templates, triage and prioritization criteria, approval gates, SLAs, roles and responsibilities, and workflows (e.g., in ServiceNow, Jira, or Azure DevOps).
• Own and run the Infrastructure Intake process day to day, from request submission through triage, assessment, prioritization, and approval, working with architects, engineers, and security to validate scope, effort, dependencies, and risk.
• Maintain the intake queue and backlog, communicate decisions and timelines to requestors, and convert approved requests into projects with clear scope, owners, and milestones.
• Manage delivery of infrastructure projects from initiation through planning, execution, cutover, hypercare, and handover to operations, including cloud migrations, data center moves, server and storage refreshes, network and SD-WAN upgrades, DR implementation, and new site rollouts.
• Build and maintain project plans, schedules, RAID logs, and resource plans; apply the right methodology (Waterfall, Agile, or hybrid); run stage gates and project reviews; and manage scope changes through formal change control.
• Lead go-live readiness reviews and cutover planning, including operational acceptance criteria, test and rollback plans, change windows, and hypercare, so that new infrastructure is fully supportable before handover.
• Track all critical projects in a consolidated view, monitoring milestones, dependencies, and risks, and escalate slippage early with clear impact analysis and recommended actions.
• Maintain the infrastructure project portfolio and roadmap, forecast resource and capacity demand across teams and vendors, and align priorities with business needs, architecture standards, and the technology strategy.
• Define, collect, and publish delivery and operations metrics (project health, intake cycle times and backlog, on-time and on-budget rates, availability, MTTR, change success rate, patch compliance, vendor SLA performance) through dashboards and scorecards in Power BI, Tableau, Excel, or ServiceNow.
• Produce timely weekly, monthly, and quarterly status reports with RAG status, risks, issues, decisions needed, and upcoming milestones, plus executive summaries for steering committees and leadership reviews.
• Maintain stakeholder communication plans, RACI, and escalation paths, and coordinate business notifications and downtime approvals for planned changes and cutovers.
• Coordinate with operations teams so projects transition smoothly into support with runbooks, monitoring, and knowledge articles in place; participate in the Change Advisory Board (CAB); and follow ITIL-aligned incident, problem, change, release, and configuration processes, including CMDB accuracy.
• Track major incidents and problem records that affect projects or service levels, and follow root cause analysis (RCA) corrective actions through to closure.
• Coordinate with vendors, MSPs, cloud providers, and carriers on deliverables and timelines, and track and report on vendor performance against contracts and SLAs.
• Plan, schedule, and run Disaster Recovery (DR) tests, coordinating application owners, infrastructure teams, and vendors; document results, gaps, and remediation actions; and report DR readiness against RTO/RPO targets.
• Work with Information Security to ensure delivered infrastructure meets security standards, support audits and compliance requirements (ISO 27001, SOC 2, PCI-DSS, HIPAA, GDPR), and maintain risk registers.
• Track technology lifecycle and capacity, including end-of-life and end-of-support risk, license and contract renewals, and refresh planning, and feed the findings into the intake pipeline and roadmap.
• Close out projects with formal sign-off, post-implementation reviews, lessons learned, documentation handover, and benefits realization tracking.
• Track project and operational budgets, forecasts, and cloud costs (FinOps), and continuously improve intake, delivery, and reporting processes, promoting automation and Infrastructure as Code.

The ideal candidate must:

• Have a bachelor’s degree in information technology, computer science, engineering, or equivalent experience (required).
• ITIL 4 Foundation or higher; PMP, PRINCE2, or Agile/Scrum certification (PMI-ACP, CSM, SAFe) preferred.
• Having cloud certifications (AWS, Azure, or GCP) and ISO 27001 awareness are a plus.
• Have 8-12+ years in IT infrastructure, including experience running infrastructure projects and programs.
• Possess a proven track record managing and delivering medium to large infrastructure projects (migrations, data center moves, refreshes, network transformations).
• Have experience operating an intake or demand management process for infrastructure or IT requests.
• Have a strong background in metrics, dashboards, and executive-level status reporting.
• Have working knowledge of operations processes: incident, change, and problem management.
• Possess experience coordinating with vendors, MSPs, and cross-functional or distributed teams.
• Have general working knowledge (non-hands-on) of infrastructure technologies, including Windows/Linux servers, virtualization (VMware, Hyper-V), storage and backup, enterprise networking (LAN/WAN, firewalls, load balancers, VPN, SD-WAN), public cloud (AWS, Azure, or GCP), and hybrid architectures, sufficient to understand project scope, dependencies, and risks and to communicate effectively with engineers and architects.
• Be proficient with ITSM, project management, and reporting tools such as ServiceNow, Jira, Azure DevOps, MS Project, Smartsheet, Power BI, Tableau, and advanced Excel.
• Have awareness of security fundamentals, automation, Infrastructure as Code, and DevOps practices.
• Strong project and delivery management, planning, and governance skills.
• Excellent written and verbal communication, especially in status and executive reporting.
• Have strong data analysis and metrics-driven decision-making.
• Be detail-oriented, with a focus on accuracy and timeliness.
• Be skilled in risk identification, escalation, and issue resolution.
• Have the ability to prioritize and manage multiple projects at once.
• Have strong stakeholder coordination and vendor engagement skills.
• Be customer-focused with a commitment to service excellence.