Senior Manager, Service Reliability and Customer Operations
On-siteDublin, Leinster, Ireland
Job Summary
Lead globally distributed teams across Operations & Reliability, Security & Compliance, and Customer Experience to drive improvements in service availability, observability, and operational tooling. Ensure operational readiness for new platform capabilities while overseeing identity controls, vulnerability management, and compliance automation. Manage major incidents and customer-impacting events, including Severity 1 incidents and emergency production actions, while representing Managed Services during escalations, audits, and executive engagements. Balance reliability, customer outcomes, operational risk, and cost efficiency while leading, coaching, and hiring a high-performing global organization.
Required Qualifications
- 10+ years of experience in cloud operations, managed services, service delivery, SRE, security operations, or related disciplines
- 3+ years of people leadership experience managing technical teams
- Experience leading globally distributed operational organizations
- Strong understanding of cloud infrastructure, managed services operations, reliability, observability, security, and compliance
- Proven experience leading major incidents and managing customer-facing escalations
- Experience working in regulated or compliance-driven environments
- Strong leadership, communication, and stakeholder management skills
- Ability to balance customer needs, technical priorities, operational risk, and business objectives
- Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience
Desired Qualifications
- Experience managing teams across multiple technical disciplines is strongly preferred
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