Automation Manager

ResponsibilitiesEstablish team goals, priorities, and delivery roadmaps aligned with business objectivesLead, mentor, and develop a multidisciplinary team, driving high performance, capability growth, and effective resource utilizationApply Agile principles and actively participate in Agile ceremoniesOwn end-to-end delivery of automation initiatives from requirements and design through deployment and value realizationLead the design and implementation of automation solutions to improve operational efficiency and service reliabilityApply broad technical expertise to mentor and guide teams in developing scalable and effective automation capabilitiesDrive continuous improvement across ITSM platforms and workflows to enhance performance, reduce inefficiencies, and improve resolution outcomeDesign scalable, reusable automation frameworks; establish and enforce development standards and governance to ensure security, reuse, and maintainabilityProject 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-effectivelyPractice and coach the team on problem-solving approaches, code quality standards, and architectural principles; develop strong technical opinions to guide design decisionsEngage with clients and stakeholders to understand operational challenges; facilitate discovery sessions to identify automation opportunities and build implementation roadmapsEnsure seamless collaboration with application teams, engineering, DevOps, and business stakeholders to align priorities and remove blockersPresent automation outcomes, business benefits, and ROI to leadership and clients; maintain transparency through regular status updates, dependencies, risks, and issuesPerform data analysis to identify repetitive operational issues and design solutions to prevent recurrenceConduct buy vs. build analysis and vendor evaluations; recommend technology adoption based on business requirements and organizational fitIdentify and manage technical, security, and compliance risks; ensure solutions meet organizational standardsEnsure automation solutions are scalable and reliable to meet current and future organizational needsPromote continuous improvement; capture learnings from retrospectives and evaluate emerging technologies to enhance team capability and efficiencyProvide post-implementation support and troubleshooting to optimize deployed solutionsExperience & Skill RequirementsExperience15+ years in IT Operations, Managed Services, or Automation/Engineering12+ years leading automation or development teams in Agile environmentsExperience with Ansible, Python, PowerShell, JavaScript/TypeScript, Java, or .NETStrong knowledge of API integrations and CI/CD pipelinesFamiliarity with Git-based source control such as GitHub, GitLab, or BitbucketWorking knowledge of Linux, Windows, network, and storage environmentsCertifications & SkillsRequiredITIL v3 / ITIL 4 FoundationAgile / Delivery: PMP, CSM, or PSMExpertise in at least one of these areas:ITSM: ServiceNow, Jira Service Management, BMC HelixObservability: Datadog, Dynatrace, SplunkAutomation: UiPath, Power Automate, Automation AnywhereIaC / DevOps: Ansible, Terraform, CloudFormation, Puppet, ChefPreferredServiceNow – CSA / CAD / CISCloud: AWS or Azure