Manager, Service Operations
About The Position
The Manager, Service Operations leads a global team responsible for enterprise bridge coordination, major incident execution, and operational project support within a Managed and Shared Services environment. This role is accountable for building, developing, and overseeing the team that facilitates real-time operational readiness activities, cross-functional coordination and incident command. The Manager ensures structured execution, ITIL-aligned governance, service quality, and continuous improvement across all live operational events. The ideal candidate is a strong people leader with executive presence, a process- and quality-driven mindset, and the ability to guide teams through high-pressure crisis situations while leveraging AI and automation to improve performance and reduce risk.
Requirements
- 7+ years of experience in IT Operations, Service Operations, or Managed Services.
- 3+ years of direct people leadership experience.
- Proven experience overseeing Major Incident and Bridge coordination functions.
- Strong knowledge of ITIL frameworks (ITIL certification preferred).
- Experience leading global or multi-regional teams.
- Demonstrated ability to drive process improvement and operational discipline.
- Strong executive communication skills and command presence.
Nice To Haves
- Experience in Managed and Shared Services environments.
- Experience in 24x7 global service operations.
- Lean, Six Sigma, or other continuous improvement certifications.
- Familiarity with AI-enabled service management or monitoring platforms.
Responsibilities
- Lead, coach, and develop a global team responsible for: Bridge call facilitation Operational project readiness support Major incident coordination Training development and facilitation
- Establish clear performance expectations, accountability standards, and development plans.
- Create a culture of discipline, ownership, and service excellence.
- Ensure appropriate staffing coverage for 24x7 operations where applicable.
- Oversee the team’s coordination of operational readiness activities for projects, releases, and major changes.
- Ensure risks, dependencies, and impacts are identified and mitigated.
- Partner with PMO, engineering, and service delivery leadership to align operational execution with business priorities.
- Validate that operational controls are in place prior to go-live activities.
- Own adherence to ITIL-based Incident, Major Incident, Problem, and Change processes.
- Establish KPIs, SLAs, and operational performance metrics.
- Conduct quality reviews of bridge facilitation, incident handling, and project coordination.
- Drive post-incident reviews and ensure corrective actions are implemented.
- Lead continuous improvement initiatives to enhance service reliability and maturity.
- Provide leadership oversight of high-severity incidents and critical bridge calls.
- Ensure structured execution, clear role assignment, and timely escalation.
- Step in to command critical incidents when necessary.
- Review incident quality, documentation, and communication standards.
- Ensure reduction of MTTR through consistent execution and governance.
- Identify opportunities to leverage AI and automation to: Improve incident trend analysis Reduce manual coordination tasks Enhance reporting and operational insights
- Promote data-driven decision making across the team.
- Reduce recurring incidents through proactive operational improvements.
- Represent Service Operations leadership on high-visibility customer and executive calls.
- Provide concise operational reporting and performance insights.
- Demonstrate strong executive presence during crisis communications.
- Build trusted relationships with internal stakeholders and external customers.
Benefits
- Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
- Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
