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.
