IT Operations Manager (ITIL) in London

We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally. You’ll lead a globally distributed Tier 2 Operations capability spanning infrastructure, digital workplace, and cloud operations.

WHERE YOU’LL FIT WITHIN THE TEAM

As IT Operations Director, you’ll lead the day-to-day operations of our consolidated Tier 2 support function, serving as a key point of escalation and coordination between Tier 1 support teams and Tier 3 Product Engineering teams. You’ll turn our Tier 2 operating model into consistent, scalable ways of working across infrastructure, cloud, and digital workplace support. This includes establishing shared support practices, playbooks, escalation frameworks, operating rhythms, and performance standards. You’ll identify opportunities for automation and AI-enabled agent workflows to reduce routine operational effort and embed these capabilities into everyday Tier 2 and Centre of Excellence delivery.

WHAT YOU’LL DO

• Lead global Tier 2 operations and teams
• Lead the day-to-day coordination and delivery of our consolidated Tier 2 Operations function across infrastructure, digital workplace, and cloud operations.
• Partner with Talent Acquisition and managed service providers to build and scale operational support capabilities.
• Drive operational and service excellence
• Help define and own key Tier 2 performance measures, including mean time to resolution, uptime, automated incident resolution rate, and unplanned work ratio.
• Provide regular performance reporting to the VP of Global Tech Operations, creating visibility into operational trends, vulnerability posture, risks, and capacity considerations.
• Operationalize event-management integrations across platforms such as Datadog, Wiz, CrowdStrike, and ServiceNow.
• Help mature our 24/7 operating model by improving operational readiness and incident response while identifying opportunities for automation and self-healing.
• Partner with Service Hub leadership to strengthen escalation service levels, handoff protocols, and shared reporting.
• Help embed more proactive, intelligence-led support practices across global technology operations.

ABOUT YOU

• You bring strong knowledge of ITIL service management frameworks, with practical experience supporting incident, event, and problem management processes. ITIL v3 or v4 certification is preferred.
• You have experience in technology operations spanning infrastructure operations, platform or cloud operations, or IT service management at a senior management or associate director level.
• You have practical experience with observability and monitoring tools such as Datadog, Dynatrace, Splunk, or equivalent platforms.
• You understand vulnerability management and patching tools such as Wiz, Qualys, Tenable, CrowdStrike, Intune/SCCM, or equivalent solutions, as well as vulnerability scoring, prioritization, and remediation service levels.
• You have familiarity with AWS, Azure, and/or GCP and understand the operational challenges associated with hybrid infrastructure environments.
• You have experience with IT service management platforms, ideally ServiceNow, across incident, change, and problem management workflows.
• You bring an operationally rigorous, data-driven approach, a bias toward action, and a continuous improvement mindset.
• Experience in professional services, financial services, or a similarly complex global enterprise is relevant to this role.
• ITIL v4 Managing Professional or relevant cloud operations certifications, such as AWS Solutions Architect or Azure Administrator, are advantageous.

This role follows a hybrid model, requiring in-office presence at least 1 day per week.

COMPENSATION INFORMATION

Compensation for this role includes base salary, annual discretionary performance bonus, 401(k) plan with an annual employer contribution based on years of service and Bain’s best in class benefits package.

Some local governments in the United States require a good-faith, reasonable salary range to be included in job postings for open roles. The estimated annualized compensation for this role is as follows:

• In Boston, Massachusetts, the good-faith, reasonable annualized full-time salary range for this role is between $157,000-$188,500.
• In Chicago, Illinois, the good-faith, reasonable annualized full-time salary range for this role is between $150,500-$180,500.

Placement within these ranges will vary based on several factors including, but not limited to, experience, education, licensure/certifications, training, and skill level. Annual discretionary performance bonus. This role may also be eligible for other elements of discretionary compensation.

Bain & Company's comprehensive benefits and wellness program is designed to help employees achieve personal independence, protection and stability in the areas most important to you and your family. Bain pays 100% individual employee premiums for medical, dental and vision programs, offering one of the most comprehensive medical plans for employees without impacting your paycheck. Generous paid time off, including parental leave, sick leave and paid holidays. Paid Life and Long-Term Disability insurance.

For all other locations, the good-faith, reasonable annualized full-time salary range for this role is commensurate with competitive geographic market rates for this role and will vary based on several factors including, but not limited to, experience, education, licensure/certifications, training and skill level.