Senior Manager, Operational Excellence & AI Operations

Job Summary

This leader owns operational excellence across Enterprise Systems & Employee Technology. That means the standards the estate runs on, one central view of how it performs - including every AI agent we run - and the accountability of each value stream and platform to its operational metrics, autonomy targets, ServiceNow adoption and productivity goals.

ESET serves Finance, Sales, People, Legal and Core IT through business-aligned value streams, service streams and shared platforms. Most Level 1 and Level 2 work is delivered by managed-service partners, and a growing share by AI agents. This role makes that model run predictably and transparently, with less human touch each year.

The role partners with the Director, Autonomous Operations, who owns end-user support and the service desk. This role covers applications and the end-to-end view on top, and sets the standards both follow. It also drives developer and consultant productivity: it identifies, enables and tracks the tools that augment every engineer, analyst and consultant, and measures whether they are adopted.

The role sets the standard, publishes the numbers, and holds leaders and their vendors to their targets. Those leaders own execution. This role owns the standard, the measurement and the escalation.

Success looks like one operational standard across the estate, every value stream running ITSM and CMDB in ServiceNow with clean data, one view of every agent in production, autonomy targets met and converted to cost reduction, tools adopted rather than just licensed, and audits passed with evidence the system produces on its own.

Essential Responsibilities

• Provide strategic oversight and management of program operations, ensuring alignment with organizational goals and driving innovation within the DCCE (Data Center & Cloud Evolution) space.
• Oversee the traceability of data center assets, including power and space considerations, to ensure accurate planning and optimization driven by program outcomes.
• Partner with business unit teams to strategically plan and implement initiatives that address technical debt, optimize underutilized resources, and improve data center workload efficiency.
• Monitor and report on cloud-driven workload transformations, aligning efforts to optimize data center operations and reduce redundant resource utilization.
• Evaluate and refine processes within operations, leading initiatives to build and implement the next level of operational improvements.
• Manage and control production applications and services across all PayPal CN data centers, ensuring high availability and operational excellence.
• Ensure site reliability by leading efforts to resolve cross-border operational issues in collaboration with global, cross-functional teams.
• Create and implement robust processes to enhance production stability, leveraging software development to support production operations effectively.
• Lead system monitoring initiatives by establishing standard monitoring policies, supporting event processing, and driving timely issue resolution to maintain operational integrity.

Minimum Qualifications

• 8+ years relevant experience and a Bachelor s degree OR Any equivalent combination of education and experience.
• Experience leading others

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.