Service Operations Manager

Lead and scale engineering support teams to deliver exceptional customer experience across managed services accounts; own day-to-day service performance across assigned accounts, driving operational excellence, coaching teams, and strengthening client relationships to support renewal readiness and long-term customer success. Responsibilities include enforcing SLAs/KPIs, standardizing processes and documentation, capacity planning, cross-functional collaboration with Account Management and Project Delivery, data-driven performance management, and enabling scalable, high-quality service delivery across multiple geographies. The role requires balancing hands-on operational oversight with process improvement, and being comfortable with on-call rotations and after-hours support when major incidents occur.