IT & Systems Operations Manager

The IT & Systems Operations Manager is responsible for the administration, optimization, and integration of business-critical platforms including Salesforce, NetSuite, and supporting SaaS applications. This role leads a small team spanning NetSuite administration, Salesforce administration, and IT Help Desk, and oversees the day-to-day operations of IT systems, ensuring data integrity, security, and compliance, including alignment with Rently's AI Governance Policy as tools are evaluated and adopted across the systems stack. The ideal candidate partners cross-functionally with internal teams to support business processes, automation, and scalability, while building and mentoring a high-functioning systems team.

Key Responsibilities

• System Administration & Governance: Own administration and governance of all business-critical systems — Salesforce, NetSuite, Jira Service Management, Google Workspace, eSignature (e.g., PandaDoc), support/call platforms (e.g., Dialpad, Aircall), and internal portals/custom apps, including access controls, licensing, and daily incident management to ensure reliability, uptime, and compliance (SOC 2, ISO 27001).
• Vendor & License Management: Own vendor management, contract review, and audit/compliance support using our Vendor Vault tool. Actively manage and audit existing contracts to optimize overall SaaS spend and license allocation while ensuring readiness for system-control and data-retention requests.
• System Configuration & Integrations: Manage system configurations, data models, workflows, and integrations — including middleware/iPaaS tools (Celigo, Nexla, etc.), to support evolving needs across Sales, Finance, Legal, Customer Support, and Operations, with an emphasis on data integrity and auditability.
• Cross-Functional Optimization: Partner cross-functionally with business stakeholders to evaluate, prioritize, and implement process improvements and system enhancements.
• Upgrades & Roadmapping: Coordinate software upgrades, patch releases, and roadmap planning with vendors and internal users.
• Team Leadership & Escalation: Serve as escalation point for business system issues, mentoring team members and maintaining documentation, SOPs, and training materials for onboarding and knowledge continuity.
• AI Governance Alignment: Ensure new tools, integrations, and automations introduced within the systems stack (Salesforce, NetSuite, Celigo, help desk platforms, etc.) are evaluated and adopted in alignment with Rently's AI Governance Policy and Stage Gate process, flagging AI-enabled features or vendor tools for review as needed.

• 5+ years managing enterprise business systems, with hands-on experience across both Salesforce (CRM) and NetSuite (ERP).
• 2+ years in a people-management or team-lead capacity, ideally spanning a mix of technical disciplines (e.g., systems administration + help desk/support).
• Proven experience managing vendor relationships, auditing existing SaaS contracts, and optimizing spend and licenses (experience with Vendor Vault or similar software management tools preferred).
• Experience with iPaaS/middleware tools (e.g., Celigo, Nexla, or similar) for cross-platform integrations.
• Familiarity with compliance frameworks relevant to business systems (e.g., SOC 2, ISO 27001).
• Strong understanding of core business processes (lead-to-cash, order-to-cash) and how data flows between CRM and ERP.
• Salesforce and/or NetSuite certification preferred.
• Familiarity with AI governance, usage-tier, or responsible-AI-adoption frameworks.
• Strong written and verbal communication skills — able to translate between technical constraints and business stakeholder needs.

Preferred Qualifications

• Experience leading or supporting an IT Help Desk function, including ticketing/SLA management.
• Track record of building or standardizing SOPs and documentation for business-critical systems.
• Comfort working cross-functionally with Sales, Finance, Legal, and Customer Support.