Service Operations Manager
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Key skills for this role
About the Role
TALENTMATE is seeking a Service Operations Manager for ISA Aviation to lead 24x7 IT service operations, incident management, and proactive monitoring. The role requires driving automation, managing escalations, and ensuring SLA compliance.
Key Skills for This Role
Responsibilities
- Manage and ensure timely resolution of all incidents and service requests within defined SLA
- Coordinate and oversee escalations to engineering teams
- Drive and enhance proactive monitoring capabilities across the organization
- Lead automation first service delivery initiatives
- Conduct root cause analysis of recurring incidents and drive permanent corrective actions
- Implement and maintain a comprehensive Service Catalog and CMDB
- Serve as primary operational point of contact for customers, internal stakeholders, and third party vendors
- Develop and maintain disaster recovery readiness
- Build and maintain a comprehensive Knowledge Base integrated with chatbot support
- Lead end to end onboarding and operational readiness of new OTA integrations
- Chair daily operations meetings and SLA monitoring reviews
- Deliver structured monthly service review reports
Requirements
- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field
- Strong knowledge of IT Service Management (ITSM) principles and best practices based on the ITIL framework
- Good understanding of advanced ITSM methodologies, service governance, continual service improvement, and service delivery management practices
- Knowledge of project management principles, methodologies, and frameworks
- Working knowledge of cloud platforms, monitoring and observability tools, endpoint management solutions, and modern infrastructure technologies
- Strong understanding of airline and travel technology
Full Job Posting
Job Purpose
- Responsible for leading the 24×7 operational performance, reliability, and support of all IT services delivered to internal stakeholders, airline partners, and customers of ISA Aviation. Oversees incident, problem, and service request management, operational monitoring, customer communications, and
Key Result Responsibilities
- Manage and ensure the timely resolution of all incidents and service requests within the defined SLA, maintaining zero overdue cases and minimizing operational disruption.
- Coordinate and oversee escalations to engineering teams, driving effective service restoration and ensuring prompt resolution of complex technical issues.
- Drive and enhance proactive monitoring capabilities across the organization, increasing proactive detection rates from 20% to at least 90% through the effective utilization of monitoring, observability, infrastructure, and security platforms.
- Lead automation first service delivery initiatives by implementing self service solutions, automated access provisioning, chatbot support, and workflow automation to improve efficiency, user experience, and service responsiveness.
- Conduct root cause analysis of recurring incidents and drive permanent corrective actions to eliminate repeat failures, improve service stability, and reduce operational disruptions.
- Ensure all identified problems are formally tracked and assigned to the appropriate engineering team or vendor through linked Jira tickets or issue records, maintaining full visibility, accountability, and resolution ownership.
- Implement and maintain a comprehensive Service Catalog and CMDB to enable rapid dependency mapping, root cause analysis, and business impact assessment.
- Serve as the primary operational point of contact for customers, internal stakeholders, and third party vendors, ensuring clear, timely, and effective communication during service delivery and incident management activities.
- Provide proactive incident communications and periodic service performance reporting to customers, internal leadership, and executive management, ensuring transparency, stakeholder alignment, and informed decision making.
- Develop and maintain disaster recovery readiness by ensuring Service Hub engineers are trained on DR activation procedures and that comprehensive runbooks, operational playbooks, and test scenarios are available for all critical systems.
- Plan, coordinate, and execute periodic disaster recovery tests, ensuring a minimum of one end to end DR exercise per year for each critical system to validate recovery capabilities and business continuity preparedness.
- Build and maintain a comprehensive Knowledge Base integrated with chatbot support.
Qualifications (Academic, Training, Languages)
- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
- Strong knowledge of IT Service Management (ITSM) principles and best practices based on the ITIL framework, including Incident, Problem, Change, and Service Request Management.
- Good understanding of advanced ITSM methodologies, service governance, continual service improvement, and service delivery management practices.
- Knowledge of project management principles, methodologies, and frameworks, including project planning, stakeholder management, risk management, and delivery governance.
- Working knowledge of cloud platforms, monitoring and observability tools, endpoint management solutions, and modern infrastructure technologies, including Datadog, AWS, Azure, Microsoft Intune, and related technologies.
- Strong understanding of airline and travel technology.
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