IT Operations Manager

Citizen IT Operations Manager

Wilmington, DE

Monday – Friday 8:00 am – 5:00 pm

Hybrid (3-days onsite)

The Citizen IT Operations Manager is part of the CLS Service organization and leads a team of Business Analysts who support and enhance Salesforce, Pega, and other service applications. This role partners with business and technology teams to deliver solutions that improve client experiences, streamline workflows, and drive operational efficiency.

The team supports a wide range of requests, including system enhancements, user administration, reporting and dashboards, troubleshooting, training, change management, and process improvements. This is an excellent opportunity for a leader who enjoys developing people, solving business challenges, using data to drive decisions, and partnering across teams to deliver results.

Some of the things you will be doing:

• Lead, coach, and develop a team of Business Analysts and Salesforce Administrators.
• Partner with Service Leadership and technology teams to prioritize and deliver business solutions.
• Drive reporting, analytics, and operational insights that improve productivity and service performance.
• Support process improvement initiatives, workload management, and operational effectiveness.
• Build strong relationships with stakeholders through trust, communication, and collaboration.
• Oversee day-to-day operations, team performance, and project prioritization.
• Promote adoption of Salesforce and other business applications through training and change management.
• Share best practices and identify opportunities to leverage technology and automation.

What qualifications, education, and experience do you need?

• Experience leading teams that support Salesforce-based business processes. Salesforce administration, business analysis, product ownership, or operational leadership experience considered.
• Experience working with Salesforce as a user, administrator, business analyst, or operational leader.
• Strong analytical skills with experience using reports, dashboards, and Excel to support decision-making.
• Experience partnering with business and technology teams to solve problems and improve processes.
• Knowledge of service operations, workload management, or client-facing support environments.
• Experience with Power BI, Power Automate, Salesforce administration, or Agile methodologies is a plus.
• Excellent communication, organizational, and relationship-building skills.
• Salesforce certification preferred. Candidates without certification who have relevant experience are encouraged to apply.

This role offers the opportunity to lead a talented team, influence how service organizations use technology, and help shape the future of Salesforce, reporting, automation, and operational excellence across CSC.

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