Automation Manager

Responsibilities

• Establish team goals, priorities, and delivery roadmaps aligned with business objectives
• Lead, mentor, and develop a multidisciplinary team, driving high performance, capability growth, and effective resource utilization
• Apply Agile principles and actively participate in Agile ceremonies
• Own end-to-end delivery of automation initiatives from requirements and design through deployment and value realization
• Lead the design and implementation of automation solutions to improve operational efficiency and service reliability
• Apply broad technical expertise to mentor and guide teams in developing scalable and effective automation capabilities
• Drive continuous improvement across ITSM platforms and workflows to enhance performance, reduce inefficiencies, and improve resolution outcome
• Design scalable, reusable automation frameworks; establish and enforce development standards and governance to ensure security, reuse, and maintainability
• Project Management including planning of deliverables, resource planning, costing/estimation, risk management, change request management, project status and reporting.
• Analyze complex operational problems and translate them into innovative automation solutions; apply root-cause analysis and design thinking to solve problems cost-effectively
• Practice and coach the team on problem-solving approaches, code quality standards, and architectural principles; develop strong technical opinions to guide design decisions
• Engage with clients and stakeholders to understand operational challenges; facilitate discovery sessions to identify automation opportunities and build implementation roadmaps
• Ensure seamless collaboration with application teams, engineering, DevOps, and business stakeholders to align priorities and remove blockers
• Present automation outcomes, business benefits, and ROI to leadership and clients; maintain transparency through regular status updates, dependencies, risks, and issues
• Perform data analysis to identify repetitive operational issues and design solutions to prevent recurrence
• Conduct buy vs. build analysis and vendor evaluations; recommend technology adoption based on business requirements and organizational fit
• Identify and manage technical, security, and compliance risks; ensure solutions meet organizational standards
• Ensure automation solutions are scalable and reliable to meet current and future organizational needs
• Promote continuous improvement; capture learnings from retrospectives and evaluate emerging technologies to enhance team capability and efficiency
• Provide post-implementation support and troubleshooting to optimize deployed solutions

Experience & Skill Requirements

Experience

• 15+ years in IT Operations, Managed Services, or Automation/Engineering
• 12+ years leading automation or development teams in Agile environments
• Experience with Ansible, Python, PowerShell, JavaScript/TypeScript, Java, or .NET
• Strong knowledge of API integrations and CI/CD pipelines
• Familiarity with Git-based source control such as GitHub, GitLab, or Bitbucket
• Working knowledge of Linux, Windows, network, and storage environments

Certifications & Skills

Required

• ITIL v3 / ITIL 4 Foundation
• Agile / Delivery: PMP, CSM, or PSM
• Expertise in at least one of these areas:
• ITSM: ServiceNow, Jira Service Management, BMC Helix
• Observability: Datadog, Dynatrace, Splunk
• Automation: UiPath, Power Automate, Automation Anywhere
• IaC / DevOps: Ansible, Terraform, CloudFormation, Puppet, Chef

Preferred

• ServiceNow – CSA / CAD / CIS

Cloud: AWS or Azure