Manager, Service Operations

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.

Responsibilities:

Engineering Team Leadership & Growth

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.

Operational Excellence & Service Delivery Execution

Deliver services that meet or exceed SLAs, KPIs, and customer expectations.

Enforce standardised 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.

Strategic Client Relationship Management

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.

Customer Success Ownership

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 opportunities linked to customer goals.

Data Driven Performance Management

Track and respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentiment.

Use data to inform decisions, enhance team performance, and report trends to leadership and clients.

Regularly manage metrics, service health, and operational reports.

Collaboration & Cross Functional Alignment

Collaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing.

Support the onboarding process for new customers and technologies by facilitating coordination and communication among teams.

Work with leadership to implement initiatives that improve efficiency, quality, and scalability.

Resource & Budget Management

Maintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirements.

Participate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support bench.