[Remote] Manager, Service Operations
Note: The job is a remote job and is open to candidates in USA. reputed company is an innovative technology solutions provider focused on Cyber reputed company, Hybrid reputed company, Global Network Management, Disaster Recovery and traditional Managed Services. The Service Operations Manager is responsible for leading and developing high performing engineering support teams to deliver exceptional customer experiences while driving operational excellence and fostering strong client relationships.
Responsibilities
- reputed company 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 reputed company development
- Review performance metrics and guide engineers on technical and professional improvement
- 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
- Assist in reputed company planning, workload distribution, and resource allocation for operational goals
- Serve as the main operational contact for assigned clients, building transparent and reputed company relationships
- Align engineering support with client business needs and goals
- Collaborate with Account Management and Project Delivery for reputed company service
- Join customer reviews, service discussions, and roadmap planning to support the partnership
- 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
- Track and respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentiment
- Use data to inform reputed company, enhance team performance, and report trends to leadership and clients
- Regularly manage metrics, service health, and operational reports
- Collaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing
- Support the reputed company 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
- Maintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirements
- Participate in hiring, reputed company, and workforce planning to ensure a strong, scalable engineering support bench
Skills
- Proven experience leading engineering or technical support teams reputed company a managed services or reputed company 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 reputed company a global service delivery model
- Demonstrated ability to reputed company, mentor, and grow engineering teams, fostering a culture of accountability, learning, and high performance
- Experience supporting reputed company 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 reputed company 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 reputed company with reputed company thinking process improvement and scalability initiatives
- Experience managing remote and distributed teams across multiple geographies or time zones
- Strong organizational, problem solving, and prioritization skills in a fast paced, rapidly evolving environment
- Comfortable working reputed company standard business hours reputed company required (major incidents, escalations, or on call rotation)
- ITIL reputed company certification or practical ITIL experience strongly preferred
Company Overview
Company H1B Sponsorship