Service Operations Manager

Job Summary

Leading high-performing engineering support teams, the full-time hybrid Service Operations Manager will drive operational excellence, enhance client relationships, and ensure exceptional service delivery while managing day-to-day performance across assigned accounts.

Key responsibilities

• Lead and coach engineering teams to promote technical excellence and accountability
• Deliver services that meet or exceed SLAs, KPIs, and customer expectations
• Serve as the main operational contact for assigned clients, aligning engineering 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 and mentor engineering teams while fostering a culture of accountability and high performance
• Experience supporting complex customer environments with strict SLAs and high availability service expectations
• ITIL Foundation certification or practical ITIL experience strongly preferred