Senior IT Operations Service Manager

Role Overview

• Own overall service delivery performance for 24x7x365 Network Operations services as defined in the SOW.
• Ensure compliance with all contractual SLAs/SLOs, including response times, ticket reduction targets, escalation rates, and MTTR.
• Serve as the final escalation authority for operational issues, repeated SLA risks, or systemic service failures.
• Act as the primary operational liaison to customer leadership, distinct from account management.
• Participating in and supporting Customer Success Manager and Technical Account Manager in: Monthly Operations Reviews, Quarterly Service Design / Continual Improvement Sessions, Annual Strategy & Roadmap Reviews.
• Provide clear, data-driven reporting on: SLA/SLO adherence, Incident and event trends, Alert noise reduction progress, Escalation patterns and root cause remediation.
• Translate operational telemetry into executive-ready narratives for customer stakeholders.
• Build trusted executive relationships through transparency, credibility, and predictable delivery.
• Own and operationalize ITIL-aligned practices including: Event Management (alert validation, correlation, suppression), Incident Management (triage, escalation, SLA enforcement), Problem Management (root cause analysis, trend reduction, backlog governance), Knowledge Management (KB adoption, left-shift enablement), Continual Service Improvement (CSI).
• Drive reductions in: False positives, Non-actionable alerts, Repetitive incidents.
• Ensure incidents do not remain isolated events but become inputs into Problem Management.
• Provide operational leadership across: Tier 1, Tier 2, Tier 3 engineers, NOC Team Leads / Managers.
• Hold Team Leads accountable for: Queue health, SLA adherence, Knowledge quality, Escalation discipline.
• Ensure appropriate staffing coverage aligned to: Ticket volume, Priority distribution, Time-of-day demand.
• Partner with leadership on workforce planning, onboarding readiness, and skill progression.
• Own the NOC improvement plan outlined in the SOW, including: Ticket reduction initiatives, Alert threshold rationalization, Correlation and deduplication strategies, Automation opportunities.
• Partner with tooling stakeholders (e.g., OmniCenter, ServiceNow, AI Ops platforms) to improve outcomes, not just features.
• Establish feedback loops between: Monitoring configuration, Incident outcomes, Problem records, Knowledge articles.
• Ensure new services, changes, and deployments do not introduce unmanaged noise.

Requirements

• 10+ years in Network Operations, IT Operations, or Managed Services delivery.
• 5+ years in senior operational leadership or service delivery management roles.
• Proven experience managing 24x7 global operations with strict SLAs.
• Demonstrated success driving operational transformation, not just steady-state support.
• Deep, practical ITIL knowledge (Incident, Event, Problem, Knowledge, CSI).
• ITIL v4 certification strongly preferred (Expert or Managing Professional ideal).
• Strong understanding of enterprise networking concepts and NOC tooling ecosystems.
• Comfortable operating across monitoring platforms, ticketing systems (ServiceNow), and reporting layers.
• Clear operational authority with a calm escalation presence.
• Data-driven, outcome-oriented decision maker.
• Comfortable operating with executive stakeholders.
• Low tolerance for noise, ambiguity, or unmanaged risk.
• Strong communicator who can move between engineering depth and executive clarity.

Tech Stack

• ServiceNow

Benefits

• Job Benefits