Service Operation Manager

We are seeking an experienced and results-oriented Service Operations Manager to oversee and optimize our service delivery and operations teams. The successful candidate will lead day-to-day service operations, ensure consistent delivery of high-quality support, manage processes for incident and problem resolution, and drive continuous improvement in service performance. This role requires strong operational leadership, excellent stakeholder and vendor management, deep familiarity with IT service management practices, and a focus on reliability, efficiency, and customer satisfaction.

Key Responsibilities - Service Operations & Delivery

• Lead and manage service operations including service desk, incident management, problem management, request fulfillment, and service level monitoring to ensure reliable, timely support and a positive customer experience.

• Define, implement, and enforce IT service management processes (ITIL-aligned) including SLA/KPI tracking, escalation procedures, change coordination with operations, and configuration management to maintain predictable and auditable services.

• Own daily operational metrics and reporting; analyze trends and root causes to drive continuous improvement, reduce mean time to resolution, and improve service quality and availability.

• Coordinate cross-functional incident response and post-incident reviews; lead RCA activities, implement corrective actions, and communicate outcomes to stakeholders and leadership.

• Manage workforce planning for service teams including scheduling, capacity planning, skill development, and performance management to meet service demand and maintain high customer satisfaction.

• Develop and maintain runbooks, operational playbooks, knowledge base content, and standard operating procedures to enable consistent execution and effective onboarding of new team members.

• Partner with IT infrastructure, engineering, product, and business teams to coordinate releases, major changes, and operational readiness for new services or features.

• Own vendor and third-party service relationships for outsourced support, managed services, and monitoring tools; manage contracts, SLAs, and vendor performance to ensure value and service reliability.

• Drive automation and tooling improvements (e.g., ticketing automation, runbook automation, monitoring/alert tuning) to reduce manual effort, eliminate repeat incidents, and increase operational efficiency.

• Champion a service-oriented culture focused on customer outcomes, professionalism, and continuous learning; mentor and develop team members through coaching and career development plans.

Required Qualifications - Skills & Experience

• Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent practical experience.

• 5+ years of progressive experience in IT service operations, service management, or technical support leadership with at least 2 years in a management role.

• Demonstrated track record with IT service management practices (ITIL-aligned) including incident, problem, change, and request fulfillment processes.

• Strong experience with service desk/ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk) and familiarity with monitoring/observability tools and practices.

• Proven ability to manage SLAs/KPIs, perform operational reporting and analysis, and translate metrics into improvement initiatives.

• Excellent communication and stakeholder management skills; ability to coordinate across technical and non-technical teams and present clearly to leadership.

• Experience managing vendor relationships and third-party service providers, including contract and SLA management.

• Strong leadership and coaching skills with a focus on developing high-performing, customer-focused teams.

Preferred Qualifications - Tools, Certifications & Domain Experience

• Certifications such as ITIL Foundation, PMP, Certified ScrumMaster, or relevant technical certifications are a plus.

• Experience in SaaS, cloud-native, or fast-growing technology environments supporting distributed teams and hybrid work models.

• Familiarity with automation and orchestration tools for service operations, ticket routing, and monitoring integration (e.g., ServiceNow workflows, Workato, PagerDuty).

• Background in service reliability engineering (SRE) principles, observability, or DevOps collaboration is advantageous.

Work Environment & Compensation - Service Operations Manager

• Full-time position with an onsite work model.

• Competitive salary commensurate with experience and a comprehensive benefits package including health insurance, retirement plan options, paid time off, and flexible work policies.

• Opportunities for professional development, training, and support for certifications; clear career growth paths within a collaborative and inclusive workplace.

• We prioritize diversity, equity, and inclusion and strive to provide a supportive environment that values work-life balance and employee well-being.