Service Operations Manager
Core
Oversee Service Desk and Workplace Services, ensuring stable delivery, SLA achievement, and continuous improvement across internal and external providers.
Role type
Service Operations Manager (IT Service Delivery)
Builds
IT service delivery operations for industrial, life sciences, public, and finance sectors
Domain
IT Service Management / Workplace Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL processes, SLA/KPI management, reporting, escalations, continual improvement, distributed team management, supplier management, ITSM tools, stakeholder management, data-driven decision-making
Preferred skills
ITIL v4 certification, ServiceNow experience
Technologies
ServiceNow, ITSM tools
Responsibilities
Oversee daily Service Desk and workplace support operations; Monitor demand, backlogs, resources, and risks; Ensure compliance with scope, SLAs, KPIs, and security requirements; Coordinate teams and providers during incidents and outages; Lead governance meetings and maintain actions; Identify and deliver improvements in quality, user experience, and efficiency.
Seniority
Mid-Senior, hands-on IC with team coordination
