Marcus Chan
IT Operations Manager @Clari
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WORK HISTORY
IT Operations Manager @Clari
Sunnyvale, CA, US
Led and scaled global IT Support operations across AMER, EMEA, and APAC, managing distributed teams in a hyper-growth SaaS environment. Transformed IT into a proactive, automation-first, identity and data-driven service organization aligned to business goals and rapid growth.Redesigned the global IT support service model, implementing tiered support and follow-the-sun coverage to improve responsiveness, FCR, and overall service quality.Owned IT Service Management (ITSM) strategy, defining SLAs, KPIs, escalation frameworks, and executive dashboards to drive accountability and continuous improvement.Drove AI-enabled support transformation, deploying virtual agents, automated workflows, and enterprise search to increase self-service adoption, improve ticket deflection, and reduce MTTR.Established measurable outcomes across CSAT, FCR, SLA, backlog health, and automation coverage.Partnered closely with Executive Leadership, Engineering, Security, and People Operations on change management initiatives during rapid growth, acquisitions, and global expansion.Owned global IAM, endpoint strategy, SaaS tooling, and workplace technology, ensuring secure, scalable, and frictionless employee support.Partnered with Security on SOC 2 and ISO 27001 readiness, EDR, DLP, auditability.Owned IT budget, vendor management, contract negotiations, and optimized SaaS spend.Championed AI adoption and implemented AI enablement platforms, Self-Service, and Enterprise search.(Gemini, OpenAI, Claude, Glean)Led IT integration efforts for 4 M&A acquisition transactions.Owned global office A/V (Zoom rooms), network infrastructure, and office buildouts.Mentored and developed global support leaders, building career paths, performance standards, and operational playbooks for a high-performing support organization.
EDUCATION
Diablo Valley College
Computer Science
University of California, Berkeley
Cognitive Science, Computer Science
ABOUT MARCUS CHAN
I build modern, scalable, and secure IT organizations for high-growth SaaS companies.With 10+ years leading global IT operations, I specialize in transforming IT from reactive support into proactive automation-first, data-driven, AI-enabled service organizations that scale with the business. My work sits at the intersection of IT operations, security, internal tools, and employee experience.I’ve owned and scaled end-to-end IT functions in SaaS-first environments, supporting growth from early-stage to global scale. My focus is building systems that are secure by design, frictionless for employees, and operationally efficient for the business.Core focus areas- Scaling global IT and workplace technology in high-growth SaaS organizations- Identity-first architecture, Zero Trust, and lifecycle automation- IT automation, self-service, and AI enablement- Security, compliance, and audit-ready operations (SOC 2, ISO 27001)- Executive partnership across People, Security, Engineering, and GTMI’m driven by building IT organizations that accelerate business velocity, not slow it down; creating environments where employees move fast, systems stay secure, and operations scale without friction.
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