Sr. IT Operations Analyst

Overview

IT Senior Operations Analyst — This position requires a hybrid schedule working 3 days a week from our Legacy West Support Center located in Plano, Texas.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price.

Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

The IT Senior Operations Analyst is a key leader responsible for the stability, resilience, and continuous improvement of the organization’s IT operating environment. This role provides strategic and hands-on leadership across IT operations, owning mature incident, problem, and change management practices to minimize risk, reduce service disruption, and enable business objectives. The position partners closely with internal IT teams, Managed Service Providers (MSPs), vendors, security, and business stakeholders to drive operational excellence, enforce governance, and guide the controlled evolution of IT services.

The Senior IT Operations Analyst is expected to influence decision-making, mentor peers, and proactively identify and address operational risks and improvement opportunities.

• IT Operations Management — Provide senior-level oversight of day-to-day IT operations, ensuring availability, performance, capacity, and reliability across systems, applications, and infrastructure.
• Lead coordination of operational delivery across internal IT teams, MSPs, and vendors, holding partners accountable to SLAs and service expectations.
• Proactively identify operational risks, systemic issues, and performance trends; lead root-cause analysis and drive long-term corrective and preventive actions.
• Serve as an escalation point for major incidents, providing leadership during high-impact events and ensuring effective communication and resolution.
• Change Management & Operational Risk Control — Own and continuously improve the IT change management framework, ensuring consistent, disciplined execution across the organization.
• Evaluate and challenge change risk and impact across technology, security, and business operations, balancing speed with stability and compliance.
• Chair or lead change approval boards as appropriate, providing expert guidance and decision support.
• Establish and report on change metrics, trends, and risk indicators in alignment with ITIL, audit, and governance requirements.
• Data Analysis — Lead analysis of MSP and vendor performance data to identify trends, risks, capacity constraints, and optimization opportunities.
• Design, maintain, and evolve operational metrics, dashboards, and executive-level reporting to support SLA management, service quality, cost optimization, and strategic decisions.
• Actively manage MSP and vendor relationships, including SLA enforcement, issue escalation, continuous improvement initiatives, and software license compliance and optimization.
• Translate data and insights into actionable recommendations for leadership and stakeholders.
• Security, Compliance, and Governance — Ensure IT operations and changes consistently adhere to security policies, internal standards, and regulatory requirements.
• Partner closely with security, risk, and audit teams to strengthen operational controls, access management, and risk mitigation practices.
• Lead preparation and maintenance of documentation and evidence required for audits, assessments, and ongoing governance activities.
• Promote a culture of operational discipline, risk awareness, and compliance across IT teams and service partners.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; equivalent practical experience may be considered.
• 7–10+ years…