IT Operations Manager - Intelligent Mobility(Hybrid)

WSP is currently initiating a search for an IT Operations Manager - Intelligent Mobility! This position will be located out of Irvine, CA. WSP USA | Western Region | Hybrid About WSP Intelligent Mobility WSP's Intelligent Mobility practice delivers mission-critical technology solutions for the transportation sector, including tolling systems, transit operations, traffic management centers, and intelligent transportation systems (ITS). We partner with leading public agencies including MTC Clipper, OCTA, state DOTs, and transit authorities to design, implement, and operate the technology infrastructure that keeps communities moving. Position Overview WSP is seeking an experienced IT Operations Manager to lead service delivery excellence across our Western Region Intelligent Mobility portfolio. This role is pivotal in bridging the gap between project delivery and operational excellence—ensuring our transportation technology solutions transition seamlessly from implementation to sustained, high-performance operations. Reporting to the VP of Information Technology for Mobility Operations, you will own day-to-day support operations across multiple high-visibility client engagements, managing end-user support, incident/event/problem management, change control, and vendor performance. You'll work at the intersection of technology and service delivery, collaborating closely with Architecture, Engineering, and Program Management teams to establish operational readiness for new deployments and drive continuous service improvement. Key Responsibilities Service Operations Management • Lead day-to-day IT operations across Western Region transportation technology deployments including tolling systems, contact centers (NICE CXone, Cisco WxCC, Genesys Cloud), transit fare collection, and traffic management platforms • Manage end-user support delivery for operations center staff, customer service representatives, and agency stakeholders across multiple client sites • Oversee incident, event, and problem management processes aligned with ITIL Service Operations framework • Lead change management processes ensuring controlled deployment of system updates, patches, and configuration changes with minimal service disruption • Establish and maintain operational runbooks, SOPs, and knowledge management systems • Coordinate 24/7/365 support rotations and escalation procedures for mission-critical systems Vendor & SLA Management • Monitor and manage vendor SLAs for technology partners including cloud service providers (Azure, GCP, AWS), telecommunications carriers, software vendors, and managed service providers • Track service level metrics, conduct performance reviews, and drive accountability for contracted deliverables • Manage vendor escalations and coordinate resolution of complex multi-vendor technical issues • Develop and maintain vendor management dashboards and executive reporting Transition & Service Integration • Partner with Architecture and Engineering teams during project delivery phases to establish operational readiness requirements • Lead transition planning and execution from project implementation to steady-state operations • Conduct service readiness assessments, identifying gaps and developing mitigation strategies • Establish service level agreements, operational metrics, and performance baselines for new deployments • Develop and execute knowledge transfer plans ensuring operations teams are prepared to support new technologies Continual Service Improvement • Analyze operational metrics, incident trends, and service performance data to identify improvement opportunities • Lead root cause analysis for major incidents and implement preventive measures • Drive automation initiatives to reduce manual operational tasks and improve service efficiency • Develop business cases for operational tooling, process improvements, and service enhancements • Facilitate regular service review meetings with clients and internal stakeholders Information Security & Compliance • Ensure IT operations adhere to information security policies, GRC (Governance, Risk, Compliance) frameworks, and client security requirements • Coordinate vulnerability management, patch compliance, and security incident response procedures • Support client security audits, assessments, and compliance reporting requirements • Maintain operational security controls for systems processing sensitive transportation and payment data Required Qualifications Experience & Background • 5+ years of IT operations management experience in complex, multi-vendor technology environments • 3+ years managing support operations for enterprise-scale systems with 24/7 availability requirements • Demonstrated experience managing incident, problem, and change management processes • Proven track record managing vendor relationships and SLA performance • Experience transitioning systems from project delivery into operational support • Background supporting public sector, transportation, or critical infrastructure environments strongly preferred Technical Knowledge • ITIL Service Operations: Deep understanding of ITIL v3/v4 framework with focus on Service Operation, Continual Service Improvement, and Service Transition lifecycle stages • ITSM Tools: Hands-on experience with enterprise ITSM platforms, specifically JIRA Service Management and/or ServiceNow, including configuration, workflow design, and reporting • Workflow Automation: Practical knowledge of automation and orchestration tools (e.g., Ansible, PowerShell, Python scripting, workflow engines) • Infrastructure & Cloud: Working knowledge of cloud platforms (Azure, GCP, AWS), networking fundamentals, and enterprise infrastructure components • Security & Compliance: Familiarity with InfoSec principles, GRC standards (ISO 27001, NIST CSF), and regulatory compliance requirements • Exposure to transportation technology systems (tolling, transit fare collection, ITS, contact center platforms) is a plus Skills & Competencies • Strong analytical and problem-solving abilities with data-driven decision-making approach • Excellent communication skills with ability to translate technical concepts for non-technical stakeholders • Proven ability to manage competing priorities across multiple client engagements simultaneously • Experience building and leading high-performing technical support teams • Customer service orientation with commitment to operational excellence • Ability to remain calm and effective during high-pressure incidents and service outages Working Conditions • Location: Western Region US (open to candidates based in California, Washington, Oregon, Arizona, Nevada) • Work Model: Hybrid with flexibility for remote work; office presence required for team collaboration and client meetings • Travel: 15-25% travel required including client site visits, quarterly operations reviews, and annual strategic planning sessions • Availability: Occasional after-hours support required during major incidents or planned maintenance windows; participation in on-call rotation on limited basis for management escalations Education • Bachelor’s degree in information technology, Computer Science, Business Administration, or related field required • Relevant certifications preferred: • ITIL Foundation or higher (ITIL 4 Managing Professional, ITIL Expert) • ITSM tool certifications (ServiceNow CSA, Atlassian Certified Professional) • Security certifications (Security+, CISSP, CISM) a plus • Project management certifications (PMP, PRINCE2) beneficial