Manager, Service Operations

Required Qualifications

• 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.

• 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.

• People development and coaching
• Crisis leadership and executive presence
• Operational governance and accountability
• Structured, process-driven mindset
• Creative, data-informed problem solving
• Cross-functional influence

This leader builds high-performing operational teams that thrive in live, high-pressure environments. They balance structure with agility, enforce quality without slowing execution, and develop their team to confidently command enterprise bridge calls and complex incidents. They continuously improve operational performance while maintaining calm, decisive leadership in moments of crisis.

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.

• Lead, coach, and develop a global team responsible for bridge call facilitation, operational project readiness support, major incident coordination, and training development.
• 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, and promote data‑driven decision making.
• Reduce recurring incidents through proactive operational…