Service Operations Manager
Core
Lead operational excellence for business-critical digital platforms, managing a team of Service Operations Engineers while actively participating in Major Incident Management and service improvements.
Role type
Senior IT Service Operations Manager (Hybrid Leadership & Hands-on)
Builds
Stable, secure, and scalable technology services supporting TD SYNNEX's digital platforms and business operations.
Domain
IT Distribution / Enterprise IT Operations / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL v4 framework, Major Incident Management, team leadership, observability tooling, cloud platforms (Azure/AWS/GCP), microservices, distributed systems, automation, CI/CD, Kubernetes, DevOps practices, vendor management, KPI tracking (SLA/MTTR)
Preferred skills
ITIL v4 Foundation certification, ServiceNow, large enterprise IT environments, outsourced service operations
Technologies
Azure, AWS, GCP, Dynatrace, Datadog, Prometheus, Splunk, ELK, Kubernetes, ServiceNow
Responsibilities
Lead IT Service Operations to ensure availability, performance, reliability, and security of production services; Manage and develop a team of Service Operations Engineers; Drive Incident, Problem, and Change Management processes aligned with ITIL v4; Partner with Engineering, Product, and Business teams to improve service reliability; Monitor production environments using observability tools; Identify and implement automation and continuous improvement initiatives; Track key operational KPIs including SLA compliance and MTTR.
Seniority
Senior, hands-on IC with people management responsibilities
