Operational Service Excellence Manager
Core
Define and improve service management processes, standards, and ways of working across Service Management, Infrastructure Operations, and Data Centre Operations teams to ensure operational resilience and clear accountability.
Role type
Senior IC Operational Service Excellence Manager
Builds
Scalable operational processes, runbooks, SOPs, and ITSM workflows for incidents, changes, problems, requests, and customer onboarding.
Domain
Cloud infrastructure, data centre operations, IT service management
Required skills
Incident management, Change management, Problem management, Request management, Runbook creation, SOP development, ITSM platform configuration, Workflow automation, Compliance alignment, Audit support
Preferred skills
ITIL 4 certification, AI infrastructure experience, ISO 20000-1/27001/SOC 2 knowledge, ServiceNow/Jira Service Management experience, Multi-site operations experience
Technologies
ITSM platforms (ServiceNow, Jira Service Management), ITIL framework
Responsibilities
Define consistent approaches to incident, major incident, change, problem, and request management; Establish customer onboarding processes including runbooks and readiness checks; Create SOPs for data centre and infrastructure operations; Design and configure ITSM workflows and automate approvals/routing; Establish handoffs between L1/L2/L3 and onsite/remote teams; Align processes with ISO 27001, ISO 20000-1, and SOC 2; Support internal and external audits; Drive continuous improvement based on customer feedback and audit findings.
Seniority
Senior, hands-on IC
