Lead and coach engineering teams to ensure technical excellence and accountability
Build scalable team structures and workflows to support growth
Deliver services that meet or exceed SLAs, KPIs, and customer expectations
Serve as the main operational contact for assigned clients
Regularly assess customer experience and drive actions to boost satisfaction
Track and respond to service KPIs like SLA attainment

Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment
Solid understanding of core IT operations concepts such as incident, request, change, and problem management
Demonstrated ability to develop, mentor, and grow engineering teams
Experience supporting complex customer environments that require adherence to strict SLAs
Ability to analyze operational data, identify trends, and drive improvements
Strong communication skills
Proven success in building and maintaining trusted client relationships
Demonstrated effectiveness in collaborating cross functionally
Experience managing remote and distributed teams
ITIL Foundation certification or practical ITIL experience strongly preferred
Strong organizational, problem solving, and prioritization skills

Service Operations Manager

Key skills