Service Operations Manager

Job Summary

A company is looking for a Service Operations Manager to lead and develop engineering support teams while ensuring exceptional customer experiences.

Key Responsibilities

• Lead and coach engineering teams to ensure technical excellence and accountability
• Deliver services that meet or exceed SLAs, KPIs, and customer expectations
• Build and maintain transparent relationships with clients to align support with their business needs

Required Qualifications

• Proven experience leading engineering or technical support teams in a managed services or enterprise IT environment
• Solid understanding of core IT operations concepts such as incident, request, change, and problem management
• Demonstrated ability to develop, mentor, and grow engineering teams
• Experience supporting complex customer environments with strict SLAs and high availability service expectations
• ITIL Foundation certification or practical ITIL experience preferred