Operational Enablement Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage ITSM-aligned processes throughout the entire service lifecycle;

• Standardize delivery workflows, transition frameworks, and CI protocols;

• Oversee comprehensive project management from initiation to closure;

• Integrate AI-assisted automation to transition operations from reactive to proactive.

• Govern estimation, sizing, and capacity models;

• Oversee the financial lifecycle of service subscriptions, emphasizing cost optimization, margin performance, and commercial commitments.

• Ensure alignment across delivery constraints, SLA obligations, and performance metrics;

• Connect Delivery and cross-functional teams to translate operational insights into scalable, productized service components.

• Manage allocation, utilization, and capacity planning across the portfolio;

• Define competency profiles and enablement programs to bridge capability gaps and facilitate structured team growth.

• Drive operational and organizational change within the team;

• Develop adoption plans, communicate transitions effectively, and embed change sustainably, making continuous improvement a fundamental operating value.

⛳️ Requirements

• 5+ years of experience in roles such as Service Delivery Manager, Managed Services Lead, Technical Operations Manager, or Project/Program Manager within IT services environments.

• 3+ years of hands-on experience in cloud-managed services operations within a professional services context.

• Extensive practical knowledge of ITSM frameworks in complex, client-facing delivery.

• Proven experience managing operational financial models: forecasting, service planning, cost optimization, and margin analysis.

• Strong project management fundamentals: risk, change, scope control, escalation, and stakeholder management across multiple engagements.

• Familiarity with automation frameworks and AI-assisted tools applied in service operations.

• Proficiency with ITSM platforms (e.g., ServiceNow, Jira), project management tools (e.g., MS Project, Asana), and knowledge management systems (e.g., Confluence, SharePoint).

• (Preferred) Knowledge of CCaaS platforms and CX infrastructure operations (e.g., Genesys Cloud or similar enterprise contact-center solutions).

🏝️ Benefits

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• ForeverRemote work culture: take advantage of the flexibility that remote work offers.

• Growth mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.

• Global impact: collaborate on significant projects for top global clients and influence the future of industries.

• Welcoming multicultural environment: be part of a dynamic, global team and flourish in an inclusive and supportive work atmosphere with open communication and regular team-building social events.

• Social sustainability values: engage with our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.