Conviva is the first and best place to understand and optimize digital customer experiences. Our Operational Data Platform harnesses full-census, comprehensive client-side telemetry—capturing every aspect of customer experience and engagement across all devices and linking them to the performance of underlying services, in real-time and at a fraction of the cost of alternative solutions. Conviva computes quality of experience across all users and all devices, in real time.

We combine user actions with app and system responses to give your technology, business, and operations teams AI-powered insights into any issues impacting user experience and engagement. Trusted by industry leaders like Disney, NBC, and the NFL, Conviva revolutionizes how businesses understand customer experience and engagement, maximizing satisfaction, conversion, and revenue. Conviva is the intelligence layer for digital businesses, turning every consumer interaction into outcome-based intelligence—linking engagement patterns across AI agents, apps, websites, and streaming video to real results such as purchases, bookings, and resolved support requests.

Powered by its patented Time-State Technology®, the Conviva® Operational Data Platform delivers real-time insights and automation that help leading enterprises grow, improve satisfaction, and build lasting trust. We are currently seeking a dynamic and experienced IT leader at Conviva. As the Manager of IT, you will play a pivotal role in overseeing and leading the IT function, ensuring the seamless operation, optimization, and continuous improvement of our systems and applications.

What Success Will Look Like: Drive the strategy, productivity, and growth of the IT team. Develop, enhance, and implement IT processes, create and maintain documentation for IT policies, including data security, data backup and retention, and acceptable use. Collaborate with cross-functional teams, providing strategic leadership to align IT initiatives with overall business goals.

Own and execute the IT onboarding process for new hires, including setting up laptops, company credentials and accounts, and conducting IT orientations. Build strategic relationships between internal stakeholders and external vendors, ensuring smooth operation of applications and addressing technical issues. Create and manage budget plans and procurement strategy.

Work closely with cross-functional teams to improve security, increase efficiency, or enhance user experience. Oversee the successful evaluation and testing of existing systems, and/or implementation of new systems for data security, cloud services, and endpoint management.

Requirements

and industry standards, including maintaining readiness for ISO and SOC 2 audits.

Who You Are

What You've Done: 5+ years of proven experience as an IT Manager or similar role, preferably in the SaaS or software industry. Strong technical background with proficiency in software development methodologies, architecture, and technologies. Experience with the following tools: Google Workspace Admin, Office 365 Admin, GCP/AWS/Azure, OKTA Admin, Kandji Admin, MaaS3630 Admin, MSAD, Atlassian suite,, and Slack.

Lead the successful implementation of Single Sign-On (SSO) solutions and confidently manage technical aspects of corporate domain rebranding, leveraging extensive experience with SSO protocols and platforms. Detail-oriented mindset with excellent problem-solving skills. Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams and geographies.

Project management skills and familiarity with Agile methodologies. Ability to understand and adapt to rapidly changing priorities pivoting from one task to other project-based tasks as needed Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.