About Kendra Scott 

We are a fashion-lifestyle brand of big dreams, colorful confidence, and inspired design. Founded on Family, Fashion and Philanthropy, we believe that our employees and customers are the heart and soul of our brand, and that giving back is the truest form of success. Fashion meets innovation in the design of our two state-of-the-art facilities based in the heart of Austin, Texas, and overflows into the design of our growing retail environment across the country. 

Position Overview 

We’re looking to hire a Senior Manager of IT Operations to lead and evolve our Enterprise IT Support and Operations function. This role is ideal for a proven people leader who thrives in a fast‑paced environment, excels at operational execution, and has hands‑on experience improving IT Service Management (ITSM) processes. The Senior Manager will play a critical role in driving operational stability, service quality, and continuous improvement across the organization.

Responsibilities

Lead day‑to‑day operations of the Enterprise IT Support and Operations team, ensuring reliable delivery of IT services
Manage, coach, and develop team leads and individual contributors across support functions
Build and maintain high‑performing production support teams capable of resolving incidents quickly and effectively
Execute and continuously improve ITSM processes, including Incident, Problem, Change, and Request Management, primarily within ServiceNow
Ensure service level agreements (SLAs) are understood, monitored, and met; partner with teams to address gaps and trends
Promote a metrics‑driven culture by tracking operational KPIs and using data to improve stability, resolution times, and customer satisfaction
Oversee incident triage, escalation, and resolution for business‑critical issues; ensure clear communication during major incidents
Drive root cause analysis efforts and partner with cross‑functional teams to implement preventative solutions
Partner closely with IT Security to ensure operational processes and tools align with security standards and initiatives
Identify and implement opportunities for automation and operational efficiencies
Manage vendor relationships related to IT operations, including performance, cost, and service delivery
Act as a key point of contact for partner teams, providing clear, consistent, two‑way communication
Demonstrate strong ownership, accountability, and problem‑solving skills in daily operations
Support and execute IT Change Management processes to minimize service disruption

Qualifications

8+ years of relevant IT experience (e.g., Production Support, IT Operations, Application Support)
6+ years of Application Support experience
4+ years of people management experience, including leading senior engineers or team leads
Strong experience executing ITSM processes, preferably using ServiceNow
Hands‑on experience with Incident, Problem, and Change Management
Experience managing or supporting help desks in a multi‑site or distributed environment
Ability to lead through ambiguity with a strong sense of urgency and accountability
Data‑driven mindset with experience using metrics to inform operational decisions
Strong communication skills, with the ability to influence partner teams without direct authority
Experience supporting production systems during outages and high‑severity incidents
Working knowledge of SDLC and Agile delivery models

Preferred Qualifications

Experience supporting retail or geographically distributed business environments
Familiarity with technologies such as Oracle Xstore, Oracle Merchandising, Windows, macOS, and iOS
Working knowledge of ITIL principles; ITIL or HDI certification is a plus
Experience supporting service transitions or service introductions into production
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

We are an equal opportunity employer and value diversity at our company. 

Kendra Scott

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