IT Operations Manager

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. Available Locations: Austin TX About the Role We’re seeking a Regional IT Operations Manager to lead and scale our IT Operations function for North America. This role is accountable for the regional delivery of IT support and services, including Onsite IT support, AV Event Support, Hire to Retire, IT Service Desk (level 2 and escalations as needed), and Vendor Management. As a manager , you oversee the regional IT Operations team (including individuals in Austin, San Francisco and NY), set priorities for your region, and ensure alignment with the Global IT Operations strategy . This role reports to the Sr. IT Operations Manager , and partners closely with other regional operations managers to deliver seamless, standardized IT services worldwide. This role is based in Austin, TX and requires being onsite and includes on-call responsibilities.. About the Team You will lead a regional team of IT Operations professionals and people leaders who provide enterprise-level support for employees across multiple office sites. Our mission is to deliver exceptional IT experiences that balance operational excellence with innovation, enabling employees to work securely and productively wherever they are. What You'll Do Regional Leadership People ManagementManage IT Operations Leads/Managers and their teams across North America. Develop workforce plans, staffing, and talent development strategies that support growth and scalability.Provide coaching, mentoring, and career development to the IT team within your region.Foster a culture of accountability, collaboration, and continuous improvement.Operational Delivery Service ManagementEnsure high-quality delivery of IT operations and support services for all regional offices.Oversee ITIL-aligned processes (Incident, Change, Knowledge, and Asset Management) at the regional level.Establish clear KPIs/SLAs and ensure performance is tracked and reported against goals.Escalate and resolve complex technical and service challenges with cross-regional collaboration.Strategic Alignment Process ImprovementDrive the standardization of IT operations practices in alignment with global policies, while accounting for regional business needs.Implement workflows, automations, and tools that improve efficiency, scalability, and service quality.Champion process improvement methodologies (Lean, Kaizen, ITIL CSI) within the regional IT Operations team.Cross-Functional Stakeholder Engagem ... (truncated, view full listing at source)