Business Operations Lead
On-siteFranklin, Tennessee, United States
Job Summary
Technical Business Operations Lead (BOL) in Franklin, TN responsible for owning operational governance across product delivery teams, multiple products, or a broader product portfolio. Drives incident management, automation, vendor alignment, and run-the-business budgeting to ensure resilience and alignment with strategic priorities. Serves as the primary liaison between business and operations during incidents (SRT), overseeing incident identification, investigation, resolution, RCA, and executive communications. Shapes operational strategy with product, business, and technology teams, mentors staff, develops incident reports and action plans, and leads continuous improvement. Partners with Business Relationship Managers, Architects, and Product Teams to resolve inefficiencies, assess operational risk for new launches, and align sourcing and vendor strategies with financial goals. Contributes to RTB budget planning, supports RFP/RFI processes, and collaborates across architecture and delivery teams to optimize service delivery and vendor performance.
Required Qualifications
- 5+ years of experience in IT operations or service management, preferably in a product-centric environment
- 2–5+ years of experience in a strategic leadership role influencing operations, product, or cross-functional teams
- Bachelor’s degree in a related field required
- Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes (incident, problem, change, availability, knowledge management)
- Experience with ITSM tools (e.g., ServiceNow), automation platforms (e.g., Ansible, PagerDuty), and reporting tools (e.g., Power BI)
- Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment
- Ability to lead complex incident management processes and communicate effectively with executive leadership
- Strong business acumen with the ability to translate technical issues into business impact
- Experience building collaborative, high-performing teams and influencing cross-functional stakeholders
- Excellent verbal and written communication, presentation, and negotiation skills
- Innovative mindset with the ability to identify and implement operational improvements
- Advanced degree or certifications (preferred)
Desired Qualifications
- 5+ years of IT operations or service management
- 2–5+ years of strategic leadership in operations/product/cross-functional teams
- Bachelor’s degree in a related field
- Strong ITIL/ITSM expertise
- Experience with ITSM tools like ServiceNow
- Automation experience with Ansible, PagerDuty
- Reporting experience with Power BI
- Proven vendor management and sourcing strategy experience
- Strong incident management and executive communication skills
- Experience with incident response, RCA, and SRT processes
- Understanding of cloud architecture and infrastructure operations
- Experience building operational governance across product delivery teams
- Mentor and coach teams on operational integration
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