Manager, Service Operations

World Wide Technology Healthcare Solutions • Jenks, OK

4h

About The Position

The Manager, Service Operations leads a global team responsible for enterprise bridge coordination, major incident execution, and operational project support within a Managed and Shared Services environment.

This role is accountable for building, developing, and overseeing the team that facilitates real-time operational readiness activities, cross-functional coordination and incident command. The Manager ensures structured execution, ITIL-aligned governance, service quality, and continuous improvement across all live operational events.

The ideal candidate is a strong people leader with executive presence, a process- and quality-driven mindset, and the ability to guide teams through high-pressure crisis situations while leveraging AI and automation to improve performance and reduce risk.

Requirements

• 7+ years of experience in IT Operations, Service Operations, or Managed Services.
• 3+ years of direct people leadership experience.
• Proven experience overseeing Major Incident and Bridge coordination functions.
• Strong knowledge of ITIL frameworks (ITIL certification preferred).
• Experience leading global or multi-regional teams.
• Demonstrated ability to drive process improvement and operational discipline.
• Strong executive communication skills and command presence.

Nice To Haves

• Experience in Managed and Shared Services environments.
• Experience in 24x7 global service operations.
• Lean, Six Sigma, or other continuous improvement certifications.
• Familiarity with AI-enabled service management or monitoring platforms.

Responsibilities

• Lead, coach, and develop a global team responsible for: Bridge call facilitation Operational project readiness support Major incident coordination Training development and facilitation
• Establish clear performance expectations, accountability standards, and development plans.
• Create a culture of discipline, ownership, and service excellence.
• Ensure appropriate staffing coverage for 24x7 operations where applicable.
• Oversee the team’s coordination of operational readiness activities for projects, releases, and major changes.
• Ensure risks, dependencies, and impacts are identified and mitigated.
• Partner with PMO, engineering, and service delivery leadership to align operational execution with business priorities.
• Validate that operational controls are in place prior to go-live activities.
• Own adherence to ITIL-based Incident, Major Incident, Problem, and Change processes.
• Establish KPIs, SLAs, and operational performance metrics.
• Conduct quality reviews of bridge facilitation, incident handling, and project coordination.
• Drive post-incident reviews and ensure corrective actions are implemented.
• Lead continuous improvement initiatives to enhance service reliability and maturity.
• Provide leadership oversight of high-severity incidents and critical bridge calls.
• Ensure structured execution, clear role assignment, and timely escalation.
• Step in to command critical incidents when necessary.
• Review incident quality, documentation, and communication standards.
• Ensure reduction of MTTR through consistent execution and governance.
• Identify opportunities to leverage AI and automation to: Improve incident trend analysis Reduce manual coordination tasks Enhance reporting and operational insights
• Promote data-driven decision making across the team.
• Reduce recurring incidents through proactive operational improvements.
• Represent Service Operations leadership on high-visibility customer and executive calls.
• Provide concise operational reporting and performance insights.
• Demonstrate strong executive presence during crisis communications.
• Build trusted relationships with internal stakeholders and external customers.

Benefits

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed