Manager, Service Operations

Core Responsibilities

• Engineering Team Leadership & Growth
• Lead and coach engineering teams to ensure technical excellence and accountability.
• Build scalable team structures and workflows to support growth and meet changing customer needs.
• Promote a culture of learning and collaboration for ongoing skill development.
• Review performance metrics and guide engineers on technical and professional improvement.
• Operational Excellence & Service Delivery Execution
• Deliver services that meet or exceed SLAs, KPIs, and customer expectations.
• Enforce standardized processes, quality documentation, effective communication, and escalation protocols.
• Track operations, identify risks early, and resolve issues proactively.
• Aid in capacity planning, workload distribution, and resource allocation for operational goals.
• Strategic Client Relationship Management
• Serve as the main operational contact for assigned clients, building transparent and responsive relationships.
• Align engineering support with client business needs and goals.
• Collaborate with Account Management and Project Delivery for unified service.
• Join customer reviews, service discussions, and roadmap planning to support the partnership.
• Customer Success Ownership
• Regularly assess customer experience and drive actions to boost satisfaction, reliability, and value.
• Turn customer feedback into practical improvements for engineering and service teams.
• Support renewal readiness through effective service delivery and by spotting upsell or expansion opportunities linked to customer goals.
• Data Driven Performance Management
• Track and respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentiment.
• Use data to inform decisions, enhance team performance, and report trends to leadership and clients.
• Regularly manage metrics, service health, and operational reports.
• Collaboration & Cross Functional Alignment
• Collaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing.
• Support the onboarding process for new customers and technologies by facilitating coordination and communication among teams.
• Work with leadership to implement initiatives that improve efficiency, quality, and scalability.
• Resource & Budget Management
• Maintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirements.
• Participate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support bench.

Qualifications

• Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment, with a strong focus on operational execution and customer outcomes.
• Solid understanding of core IT operations concepts such as incident, request, change, and problem management, as well as how these functions integrate within a global service delivery model.
• Demonstrated ability to develop, mentor, and grow engineering teams, fostering a culture of accountability, learning, and high performance.
• Experience supporting complex customer environments that require adherence to strict SLAs, regulatory controls, and high availability service expectations.
• Ability to analyze operational data, identify trends, and drive improvements using metrics based decision making.
• Strong communication skills with the ability to translate technical and operational details into clear, actionable information for both engineers and client stakeholders.
• Proven success in building and maintaining trusted client relationships, including managing expectations, communicating service performance, and advocating for customer needs internally.
• Demonstrated effectiveness in collaborating cross functionally with Project Delivery, Account Management, Engineering, and other operational teams.
• Ability to balance hands-on operational oversight with forward thinking process improvement and scalability initiatives.
• Experience managing remote and distributed teams across multiple geographies or time zones.
• ITIL Foundation certification or practical ITIL experience strongly preferred.
• Strong organizational, problem solving, and prioritization skills in a fast paced, rapidly evolving environment.
• Comfortable working outside standard business hours when required (major incidents, escalations, or on call rotation).