IT Operations Service Manager
Blue Mantis
•Hybrid
About The Position
The IT Service Operations Manager is responsible for end-to-end service delivery and performance across Digital Operations within a 24x7 Global Delivery Center (GDC). The role ensures stable, reliable, and high-quality service delivery across L1 Monitoring, Network, Security, Cloud, and Server teams, with a strong focus on execution, team leadership, and customer outcomes.
Requirements
- 10–15+ years in IT Operations / Managed Services.
- Experience in 24x7 operations.
- Strong leadership and team management skills.
- Knowledge of infrastructure domains.
- Strong incident and service delivery experience.
- Working knowledge of ITIL practices.
Responsibilities
- Own and manage day-to-day service delivery across L1, L2, and Specialist teams.
- Ensure adherence to SLAs, OLAs, and customer commitments.
- Act as escalation point for high-priority incidents.
- Drive service stability, availability, and performance.
- Monitor service health, workload, and queue management.
- Ensure seamless 24x7 service continuity
- Ensure timely resolution of incidents and service requests
- Maintain backlog and queue health
- Drive adherence to runbooks and procedures
- Collaborate with engineering teams for resolution
- Support onboarding of new services into operations
- Lead and manage Team Leads and operational teams
- Drive performance through coaching and feedback
- Manage staffing, rostering, and capacity planning
- Ensure skill coverage across shifts
- Build a high-performance and accountable team culture
- Act as key contact for service delivery interactions.
- Participate in service reviews and provide updates.
- Handle escalations and ensure timely communication.
- Collaborate with internal stakeholders.
- Drive service delivery improvements.
- Enhance service quality and reduce downtime
- Support automation initiatives.
- Implement lessons learned from incidents
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
