Service Automation Manager

About Company:

Mentor Technical Group (MTG) provides a comprehensive portfolio of technical support and solutions for the FDA-regulated industry. As a world leader in life science engineering and technical solutions, MTG has the knowledge and experience to ensure compliance with pharmaceutical, biotechnology, and medical device safety and efficacy guidelines. With offices in Caguas, Puerto Rico, and Boston and we serve life sciences clients in six global markets:
United States, Puerto Rico, Dominican Republic, Mexico, Germany, Canada, and South America.

The Service Automation Manager serves as the primary point of contact between Mentor Technical Group (MTG) and the client for service escalations, performance reporting, and contractual matters. This position is responsible for the overall management of three on-site Automation Engineers who provide continuous frontline support across three rotating shifts.

The Service Automation Manager ensures uninterrupted 24/5 coverage, monitors contractual service requirements, oversees team performance, and maintains effective communication with the client’s leadership team.

• Manage all personnel-related activities for the three on-site Automation Engineers, including recruitment, onboarding, scheduling, timekeeping, performance evaluations, coaching, and employee development.

• Develop and maintain a rotating schedule that ensures uninterrupted 24/5 coverage across three shifts.

• Serve as the primary MTG contact for the client’s Director of Digital Operations.

• Manage client escalations, service delivery concerns, performance matters, and contract-related communications.

• Prepare and submit the Monthly Performance and Trend Report by the fifth business day of the following month.

• Monitor, analyze, and report Service Level Objective (SLO), Key Performance Indicator (KPI), and service performance trends in accordance with contractual requirements.

• Identify recurring incidents, service gaps, and performance trends and coordinate corrective or preventive actions.

• Manage the Unplanned Overtime process, including receiving and reviewing the client’s written requests, coordinating staffing coverage, and ensuring accurate invoicing in accordance with the Master Services Agreement (MSA) and applicable rate card.

• Verify employee time records, scheduled hours, overtime, and attendance before payroll and client billing deadlines.

• Ensure all assigned personnel comply with the client’s badging, site-access, security, safety, and contractor-identification requirements.

• Maintain accurate staffing, scheduling, performance, and contractual documentation.

• Collaborate with MTG leadership and internal departments to address staffing risks, employee relations matters, billing requirements, and service delivery needs.

• Lead regular performance reviews and operational meetings with the client and MTG leadership.

• Ensure timely communication and escalation of staffing shortages, service interruptions, performance risks, and other issues that could affect contractual commitments.

• Bachelor’s degree in engineering, business administration, operations management, information technology, or a related field, or equivalent relevant experience.

• Previous experience managing technical support, automation, engineering, IT, or OT teams in a 24-hour or multi-shift service environment.

• Demonstrated experience with employee scheduling, timekeeping, performance management, and workforce coordination.

• Familiarity with Service Now or comparable incident management and Call Log platforms.

• Experience preparing and presenting KPI, SLA, SLO, performance, and trend reports to client executives or senior stakeholders.

• Strong understanding of service delivery,…