Service Operations Manager

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

📋 Description

• Leading and nurturing engineering support teams

• Promoting operational excellence and fostering the professional development of engineers

• Serving as the operational owner for daily service performance

• Providing services that meet or exceed SLAs, KPIs, and customer expectations

• Acting as the primary operational liaison for designated clients

• Continuously evaluating customer experiences and initiating actions to enhance satisfaction

• Monitoring and responding to service KPIs and using data to inform decision-making

• Collaborating with other departments to ensure smooth service delivery

• Managing staffing plans and aligning with budgetary requirements

⛳️ Requirements

• Proven track record in leading engineering or technical support teams

• Strong comprehension of fundamental IT operations concepts

• Demonstrated capability to develop, mentor, and advance engineering teams

• Experience in supporting intricate customer environments

• Proficient in analyzing operational data

• Excellent communication skills

• Proven ability to establish and maintain trusted relationships with clients

• Demonstrated success in cross-functional collaboration

• Experience in managing remote and distributed teams

• ITIL Foundation certification is strongly preferred

• Strong organizational, problem-solving, and prioritization abilities

• Willingness to work beyond standard business hours

🏝️ Benefits

• Fair and equitable compensation practices

• Competitive salaries