Service Operations ManagerCypher Consulting Europe • New York, New York, United States
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Service Operations Manager
Cypher Consulting Europe
- New York, New York, United States
- New York, New York, United States
À propos
Service Operations Manager
to lead the day-to-day delivery of
ServiceNow
services for a large enterprise customer.
You’ll be the main point of contact, responsible for service performance, customer satisfaction, and leading a global team of ~20–25 people.
Tasks Customer & service management
Act as the
main contact
for the customer’s IT leadership
Run regular meetings (daily, weekly, monthly reviews)
Manage
major incidents and escalations
Ensure services meet agreed performance targets (SLAs)
Team leadership
Lead a team of engineers and consultants (onshore + offshore)
Ensure smooth day-to-day operations (tickets, support, delivery)
Handle
resource planning, coaching, and performance management
Platform oversight
Oversee platform health (upgrades, patches, releases)
Ensure best practices across modules like ITSM, CMDB, ITOM, GRC
Work with architects on future improvements and roadmap
Continuous improvement & commercial ownership
Drive ongoing service improvements (efficiency, quality)
Manage budgets, costs, and contract scope
Track risks, compliance, and governance
Requirements
10+ years in IT service management
Strong experience with
ServiceNow delivery
Experience managing large teams (20+ people, global setup)
Knowledge of ITIL (certification preferred)
Strong
stakeholder management and communication skills
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Compétences linguistiques
- English
Avis aux utilisateurs
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