IT Operations Manager at Cloudflare

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 EngagementPartner with HR, Facilities, and Security to provide seamless onboarding, offboarding, and workplace IT experiences.Serve as the primary regional escalation point for senior business stakeholders.Collaborate with global IT Operations leadership to influence strategy, budgets, vendor contracts, and long-term planning.Data & ReportingOwn regional metrics and operational dashboards to provide visibility into IT performance and user experience.Present regional IT health, risk areas, and improvement initiatives to IT and business leadership.Use data-driven insights to propose resource allocation, budget, and technology investments. What You'll Bring • Bachelor’s degree in Computer Science, Engineering, MIS, or equivalent work experience. • 8+ years in IT Operations or IT Service Management, with at least 4+ years in people management, including experience managing managers or multi-site teams. • Proven track record of leading IT Operations in a regional capacity within a global company. • Strong leadership, communication, and stakeholder management skills, with ability to influence at Director/VP level. • Hands-on knowledge of enterprise IT environments (Windows, Mac, Linux, endpoint management, identity/access, AV support). • Experience managing budgets, vendors, and service contracts. • Skilled in ITIL practices and reporting on operational KPIs/OKRs. Bonus Points • ITIL v4 Managing Professional or Intermediate certifications. • Experience with Jira Service Management, Atlassian Assets, JAMF, InTune, or Okta. • Lean or Six Sigma certification. • Background in technology, SaaS, or other high-growth industries. • Experience leading IT operations across multiple countries or diverse office environments. Compensation Compensation may be adjusted depending on work location. Equity This role is eligible to participate in Cloudflare’s equity plan. Benefits Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S. Health & Welfare Benefits • Medical/Rx Insurance • Dental Insurance • Vision Insurance • Flexible Spending Accounts • Commuter Spending Accounts • Fertility & Family Forming Benefits • On-demand mental health support and Employee Assistance Program • Global Travel Medical Insurance Financial Benefits • Short and Long Term Disability Insurance • Life & Accident Insurance • 401(k) Retirement Savings Plan • Employee Stock Participation Plan Time Off • Flexible paid time off covering vacation and sick leave • Leave programs, including parental, pregnancy health, medical, and bereavement leave What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you’d like to be a part of? We’d love to hear from you! This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [Upgrade to PRO to see contact] or via mail at 101 Townsend St. San Francisco, CA 94107.