Service Operations Manager

Core Responsibilities

• 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 standardised 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.