Job Description
We are seeking an experienced Service Operations Manager to oversee our service delivery operations. As a key member of our team, you will be responsible for ensuring the smooth operation of our services, managing incidents, and driving improvements.
You will work closely with our engineering teams to design and maintain on-call and coverage plans, own incident management processes, and define key service metrics. Additionally, you will create and maintain standard operating procedures (SOPs), runbooks, and triage guides for our SRE engineers.
As part of this role, you will establish and run a configuration management process, track customer environments, and ensure configuration information is available during incidents and onboarding new engineers. You will also lead regular service reviews and status calls with customers, presenting SLA performance, key incidents, risks, and improvement actions.
This is a hands-on role that requires strong technical skills, business acumen, and excellent communication skills. If you have experience in service delivery, managed services, IT operations, or enterprise support, we encourage you to apply.
Required Skills and Qualifications
* 5+ years in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role serving external customers
* Experience with 24/7 or extended-hours operations, including on-call or follow-the-sun setups