Manager of Service Operations

About this role

• The Service Operations Manager is responsible for leading, developing, and scaling high performing engineering support teams to deliver consistently exceptional customer experience
• In partnership with the Director, Managed Services, this role drives operational excellence, engineers’ professional growth, and strong client relationships that reinforce long term customer success. This leader acts as the operational owner for day-to-day service performance across assigned accounts, strengthening the technical execution of engineering teams while ensuring services are delivered with predictability, quality and a proactive mindset
• Lead and coach engineering teams to ensure technical excellence and accountability
• Build scalable team structures and workflows to support growth and meet changing customer needs
• Promote a culture of learning and collaboration for ongoing skill development
• Review performance metrics and guide engineers on technical and professional improvement
• Deliver services that meet or exceed SLAs, KPIs, and customer expectations
• Enforce standardized processes, quality documentation, effective communication, and escalation protocols
• Track operations, identify risks early, and resolve issues proactively
• Assist in capacity planning, workload distribution, and resource allocation for operational goals
• Serve as the main operational contact for assigned clients, building transparent and responsive relationships
• Align engineering support with client business needs and goals
• Collaborate with Account Management and Project Delivery for unified service
• Join customer reviews, service discussions, and roadmap planning to support the partnership
• Regularly assess customer experience and drive actions to boost satisfaction, reliability, and value
• Turn customer feedback into practical improvements for engineering and service teams
• Support renewal readiness through effective service delivery and by spotting upsell or expansion opportunitie...