Manager, IT Service Operations

Koroseal is for creators. We foster a supportive environment where creativity thrives, and professional growth is a priority. With headquarters in Northeast Ohio, manufacturing and operations in Louisville, Kentucky, and a nationwide sales team, we deliver innovative interior products and services across the globe. Whether in sales, operations, or innovation, Koroseal offers dynamic career opportunities for those who want to shape the future.

The Manager, IT Service Operations leads cross-functional technology initiatives that enable Koroseal’s business and future growth. This role is accountable for IT service delivery, infrastructure, and cybersecurity projects while ensuring alignment with business priorities. The position requires strong project planning, structured execution, and effective communication to translate business needs into measurable results.

This in-person position reports to the Senior IT Solutions Manager, and operates from our corporate headquarters in Medina, OH. 10-15% annual travel is anticipated to support Koroseal's multi-site operations.

Key Responsibilities

• Project Leadership & Planning
• Develop project charters and plans with objectives, timelines, resources, risks, and costs.
• Facilitate planning sessions, kickoffs, and stakeholder alignment.
• Monitor progress, adjust timelines, and communicate risks or delays clearly.
• Deliver consistent updates and ensure measurable outcomes at project close.
• Service Delivery & IT Operations
• Oversee Service Desk performance, applying ITIL practices to improve responsiveness and consistency.
• Conduct root cause and trend analyses to reduce recurring issues.
• Establish and track service metrics to drive continuous improvement.
• Infrastructure, Cybersecurity & Governance
• Manage infrastructure and cloud projects with structured planning and risk control.
• Partner on cyber security to deliver secure, compliant solutions.
• Support IT data governance and lifecycle management practices.
• Business & Vendor Alignment
• Build strong partnerships with business leaders, ensuring IT solutions meet operational needs.
• Negotiate project commitments, balancing benefits, scope, and costs.
• Manage vendor performance, contracts, and SLAs to ensure value and reliability.
• Leadership & Team Development
• Mentor team members in project management and service delivery best practices.
• Lead purposeful standups and knowledge-sharing sessions.
• Develop documentation and training that strengthen internal capabilities.
• All other duties as assigned
  

Skills & Qualifications

• Bachelor’s degree in IT, Business, or related field.
• 7 years of IT experience with 3 in leadership or project delivery.
• Strong background in ITIL/ITSM practices and cross-functional project management.
• Experience with Microsoft O365 administration, infrastructure, and vendor oversight.
• Analytical skills to conduct root cause, cost-benefit, and performance analyses.
• Strong communicator with ability to engage both technical and business stakeholders.
• Customer first mindset and ability to communicate with all levels of the organization
• Ability to lift up to 50 lbs and provide hands-on support as needed
  
  

Koroseal Total Rewards

• Vacation time, personal time, and 11 paid holidays
• Medical, Dental and Vision Insurance including a Flexible Savings Account or Health Savings Account
• Company paid Short Term Disability & Life Insurance with supplemental options available for employees
• 401(k) with company match
• Paid training and career development
• Employee well-being benefits including robust EAP offering
• Company events