Senior IT Operations Service Manager

Key Responsibilities

• Own overall service delivery performance for 24x7x365 Network Operations services as defined in the SOW.
• Ensure compliance with all contractual SLAs/SLOs, including response times, ticket reduction targets, escalation rates, and MTTR.
• Serve as the final escalation authority for operational issues, repeated SLA risks, or systemic service failures.
• Act as the primary operational liaison to customer leadership, distinct from account management.

• Participating in and supporting Customer Success Manager and Technical Account Manager in:
• Monthly Operations Reviews
• Quarterly Service Design / Continual Improvement Sessions
• Annual Strategy & Roadmap Reviews
• Provide clear, data-driven reporting on: 
• SLA/SLO adherence
• Incident and event trends
• Alert noise reduction progress
• Escalation patterns and root cause remediation
• Translate operational telemetry into executive-ready narratives for customer stakeholders.
• Build trusted executive relationships through transparency, credibility, and predictable delivery.

• Own and operationalize ITIL-aligned practices including: 
• Event Management (alert validation, correlation, suppression)
• Incident Management (triage, escalation, SLA enforcement)
• Problem Management (root cause analysis, trend reduction, backlog governance)
• Knowledge Management (KB adoption, left-shift enablement)
• Continual Service Improvement (CSI)

• False positives
• Non-actionable alerts
• Repetitive incidents
• Ensure incidents do not remain isolated events but become inputs into Problem Management.

• Provide operational leadership across: 
• Tier 1, Tier 2, Tier 3 engineers
• NOC Team Leads / Managers

• Queue health
• SLA adherence
• Knowledge quality
• Escalation discipline

• Ticket volume
• Priority distribution
• Time-of-day demand
• Partner with leadership on workforce planning, onboarding readiness, and skill progression.

• Own the NOC improvement plan outlined in the SOW, including: 
• Ticket reduction initiatives
• Alert threshold rationalization
• Correlation and deduplication strategies
• Automation opportunities
• Partner with tooling stakeholders (e.g., OmniCenter, ServiceNow, AI Ops platforms) to improve outcomes, not just features.

• Monitoring configuration
• Incident outcomes
• Problem records
• Knowledge articles
• Ensure new services, changes, and deployments do not introduce unmanaged noise.

Skills, Knowledge & Expertise

• 10+ years in Network Operations, IT Operations, or Managed Services delivery.
•  5+ years in senior operational leadership or service delivery management roles.
• Proven experience managing 24x7 global operations with strict SLAs.
• Demonstrated success driving operational transformation, not just steady-state support.

• Deep, practical ITIL knowledge (Incident, Event, Problem, Knowledge, CSI).
•  ITIL v4 certification strongly preferred (Expert or Managing Professional ideal).
• Ability to translate ITIL theory into real-world operational behavior.

• Strong understanding of enterprise networking concepts and NOC tooling ecosystems.
• Comfortable operating across monitoring platforms, ticketing systems (ServiceNow), and reporting layers.
• Able to challenge engineering teams constructively while maintaining credibility.

• Clear operational authority with a calm escalation presence.
• Data-driven, outcome-oriented decision maker.
• Comfortable operating with executive stakeholders.
• Low tolerance for noise, ambiguity, or unmanaged risk.
• Strong communicator who can move between engineering depth and executive clarity.