Service Operations Manager

TL;DR

Service Operations Manager (Managed Services): Leading and scaling engineering support teams to deliver exceptional customer experience with an accent on operational excellence and client relationship management. Focus on driving SLA attainment, mentoring technical teams, and optimizing service delivery workflows.

Company

hirify.global provides managed services and enterprise IT support to help clients achieve long-term success.

What you will do

• Lead and coach engineering support teams to ensure technical excellence and professional growth.
• Drive operational excellence by managing SLAs, KPIs, and standardizing service delivery processes.
• Manage strategic client relationships as the primary operational contact for assigned accounts.
• Analyze operational data and metrics to identify trends and implement performance improvements.
• Collaborate cross-functionally with Project Delivery and Account Management for seamless onboarding and service.
• Handle resource planning, budgeting, and hiring to scale the engineering support bench.

Requirements

• Proven experience leading engineering or technical support teams in managed services or enterprise IT.
• Deep understanding of ITIL concepts including incident, request, change, and problem management.
• Experience managing complex customer environments with strict SLAs and high-availability requirements.
• Ability to lead and mentor remote and distributed teams across different geographies.
• Strong analytical skills for metrics-based decision making and operational reporting.
• Availability to work outside standard business hours for major incidents or escalations.

Nice to have

• ITIL Foundation certification or practical ITIL experience.