Sr. Manager, ITSM

Los Angeles, CA /
Engineering – Information Systems /
/ Remote
Company at a Glance
OpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens.

At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising.

OpenX, a leading provider of digital and mobile advertising technology, seeks Information Technology Service Management Leader with extensive experience in ITSM processes and related functions.

Areas of Accountability

    • Incident Management, Problem Management, and Change Management
    • Service Desk/Support Incident/Problem/Change management functions for the OpenX production platform and related services Support Corporate IT services in a product/tech company
    • Vendor Management - measure/manage SLAs and quality of services
    • Build/maintain technology Services Catalog
    • Develop, maintain, and improve corporate IT infrastructure, assets, and overall IT strategy for Hardware, Software, Enterprise Systems, Information systems, communication systems, and IT security topics


    • Experience with Global Organizations and track record of implementing 24/7 and Follow-The-Sun models, across multi-tiered environment (Tier 1 - 2 -3) 
    • Hands-on infrastructure experience on public cloud platforms (GCP) is highly desirable 
    • Mentoring, Performance Management, conflict resolution, and career development of staff to maintain highly motivated and engaged employees.
    • Develop, implement, monitor, and improve Operational/Service Level Agreements
    • Leads team to organize, prioritize and document tasks and projects; ensures due dates are met.
    • Ensure that teams adhere to ITSM processes including problem determination, troubleshooting processes, ticket creation, timely and detailed ticket updates, escalation and notification processes, and closure.
    • Run postmortems, lessons learned, and follow through on problem management aspects
    • Run Change Control function (via CAB or similar governance framework)
    • Collaborate with internal cross-functional teams and external technology partners to prioritize, estimate, and complete projects in support of the business.
    • Manage, develop, and improve corporate network & system architecture to ensure state-of-the-art, effective and efficient applications and setup - this includes all cloud services as well as on-prem setups
    • Work closely with company’s security manager to ensure best practices and setup of effective network security
    • Develop, manage, and improve an effective and efficient user access management tools and practices
    • Maintain, improve and manage corporate IT infrastructure and asset management to support corporate targets (e.g. laptops etc.)
    • Identify the need for upgrades, configurations, or new systems, features and applications associated with corporate IT infrastructure and services.
    • Maintain, develop and improve on performance measurements for network, system architecture, down-time, utilization rates and overall performance of resources, systems and tools to support company targets


    • 7 to 10 years of overall experience. 5 to 7 years of IT Management experience. Exposure to NOC, App Support, ServiceDesk, and ITSM is highly desirable
    • Knowledge of state-of-the-art methodologies such as CoBIT, ITIL, ISO27001, ISO15504 or similar
    • Familiarity with Atlassian suite of products (Jira Software, Jira Service Desk, Confluence etc..)
    • Expert knowledge in OKTA, GroupID, Google Workspace, Jamf, ABM, Intune, and other user management tools
    • Expert knowledge of different cloud providers (Google, AWS, Azure) including management, integration and architecture of thereof
    • Self-starter with the ability to independently identify and act on areas of improvement
    • Ability to rapidly learn and understand new systems
    • Ability to communicate effectively and write accurate, clear documentation
    • Knowledge in networking and MFA integration with applications
    • Must be willing to occasionally travel to domestic and international office locations.
    • BS in computer science or equivalent
    • Humility and Integrity
$123,610 - $145,424 a year
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, New York Fair Chance Act, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. 

OpenX is committed to fair and equitable compensation practices. The base salary range is $123,610 - $145,424 per year + bonus + equity + benefits. A summary of our benefits, which include medical, dental, vision, 401k, equity, and more, can be viewed here: A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.  

Our five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do things often matters as much as what we do.

We are one team. There are no exceptions. We are a group of strong and diverse individuals unified by a shared mission. We embrace challenges and win together as a team. We respect and care about our colleagues and cultivate an inclusive culture

We innovate on behalf of our customers. We understand, respect, and listen carefully to our customers. We build great products to solve our customers’ problems. We manage our customers’ expectations clearly and honestly. We are a trusted partner to all of our customers - we act with integrity at all times. We care.

We innovate on behalf of our customers. We understand, respect, and listen carefully to our customers. We build great products to solve our customers’ problems. We manage our customers’ expectations clearly and honestly. We are a trusted partner to all of our customers - we act with integrity at all times. We care.

We understand and respect what each of us does. We are eager to teach and share what we know with others, both internally and externally. We are eager to learn from others and we ask questions internally and externally. 

We take responsible risks and own and learn from our mistakes. We recognize and repeat success. We actively seek out and provide constructive feedback. We adapt quickly and embrace change. We tackle growth and learning with real urgency. We are endlessly curious.

OpenX is committed to equal employment opportunities.
It is a fundamental principle at OpenX not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law.

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Effective Date: March 1, 2022