Senior Manager, Technical Services & Support
- Build and scale Aurora’s IT Support function to meet the evolving needs of a fast-growing, distributed workforce and operations in delivering a seamless, automated, and data-driven employee experiences.
- Lead, coach, and inspire regional support teams to operate with accountability, curiosity, and technical excellence—creating a culture that thrives on continuous improvement and proactive problem-solving.
- Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents, intelligent routing, knowledge mining, predictive analytics) that improve efficiency, quality, and user satisfaction.
- Define, measure, and optimize key performance indicators, such as first-contact resolution, customer satisfaction, and automation coverage, and shape the future of IT service delivery.
- Collaborate with Engineering, Security, HR, and other cross-functional teams to ensure a frictionless, secure, and high-impact support experience for all Aurora workforce.
- Own the Technology services and IT Support roadmap, ensuring scalability, reliability, and alignment with Aurora’s business priorities, growth trajectory, and commitment to operational excellence.
- 12+ years of experience in IT Support or Service Management, including 6+ years in leadership roles managing global or multi-site teams within high-growth, complex environments.
- Proven success driving large-scale service transformations and digital modernization initiatives, ideally integrating AI, automation, and analytics into support operations.
- Strong command of IT service delivery best practices and frameworks (e.g., ITIL), with a focus on measurable improvement and customer experience.
- Proven ability to attract, develop, and retain top talent, building diverse, high-performing teams that deliver impact at scale.
- Strategic thinker and operator, comfortable balancing long-term vision with tactical execution and thoughtful change management.
- Exceptional communicator and collaborator, able to influence senior leaders, align cross-functional priorities, and champion a customer-obsessed mindset across the organization.
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