About Us:
insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.
Job Description:
The Senior Manager, Command Center is an operational leadership role responsible for executing and sustaining enterprise-wide service management processes while managing day-to-day command center operations. This position requires a hands-on leader capable of driving process consistency, managing escalations, and coordinating cross-functional teams to ensure reliable 24/7 service delivery across global time zones. The ideal candidate combines deep ITSM expertise with strong team leadership, serving as both a subject matter expert and an operational anchor for the command center function.
Service Management Process Execution
- Implement and maintain the Common Process Framework (CPF) across incident, request, change, problem, knowledge management, and vulnerability reporting
- Enforce standardized processes, procedures, and documentation to ensure consistency and quality across all service management functions
- Support process adoption efforts through hands-on coaching, training facilitation, and team engagement
- Apply ITIL/ITSM best practices to day-to-day operations, ensuring alignment with the frameworks established by leadership
- Maintain and report on operational metrics, SLA compliance, and process health to drive continuous improvement
Command Center Operations
- Oversee Command Center operations during assigned shift coverage, ensuring consistent service delivery and team performance
- Manage escalations and major incidents end-to-end, including rapid response coordination, stakeholder communication, and timely resolution
- Act as an escalation point for complex technical issues and high-impact incidents affecting business operations
- Coordinate cross-functional teams during crisis situations to minimize business impact and restore services efficiently
Global Operations & Follow-the-Sun Model
- Ensure seamless shift hand-offs and communications between US and India-based teams, maintaining continuity across time zones
- Execute and optimize follow-the-sun operational procedures to provide uninterrupted 24/7 service coverage
- Maintain and update standard operating procedures for shift transitions, reducing gaps in service delivery
- Promote collaboration and knowledge sharing across geographically distributed team members
Team Development & Operational Improvement
- Lead, mentor, and develop a team of command center analysts and engineers, fostering a culture of accountability and service excellence
- Identify opportunities for automation, tooling improvements, and process efficiencies within the command center
- Collaborate with the Director and IT leadership to align team activities with broader organizational priorities
- Champion a customer-centric mindset and continuous improvement culture within the team
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
- 15+ years of experience in IT service management, with at least 5 years in a team leadership or supervisory role
- Hands-on experience managing command center, NOC, or SOC operations in multi-time zone environments
- Proven track record of executing ITSM frameworks and driving process adoption at the team level
- Solid working knowledge of ITIL v3/v4 framework and IT service management best practices
- Practical understanding of incident, problem, change, request, and knowledge management workflows
- Experience with ITSM platforms such as Jira Service Management or similar tools
- Familiarity with vulnerability management concepts and security reporting practices
- Working knowledge of IT infrastructure, cloud technologies (AWS/Azure), and enterprise application environments
- ITIL 4 Foundation or ITIL 4 Practitioner
- Certified Incident Handler (GCIH) or equivalent security certification
- Six Sigma or Lean Foundation certification
Additional Information
All your information will be kept confidential according to EEO guidelines.
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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
