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Senior IT Operations Service Manager

• Posted 7 hours ago • Updated 7 hours ago

Full Time

Fitment

Dice Job Match Score™

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Job Details

Skills

Mantis
Banking
Customer Facing
People Management
Service Delivery
Regulatory Compliance
Account Management
Customer Engagement
Service Design
Roadmaps
ROOT
Event Management
Incident Management
Root Cause Analysis
Knowledge Management
Knowledge Base
Problem Management
Tier 1
Tier 2
Tier 3
Accountability
SLA
Recruiting
Distribution
Workforce Planning
Onboarding
Operational Excellence
Continuous Improvement
SOW
Data Deduplication
Artificial Intelligence
Network Operations
IT Operations
Managed Services
Service Delivery Management
Global Operations
Management
ITIL
Enterprise Networks
NOC
ServiceNow
Reporting
Leadership
Clarity

Mantis
Banking
Customer Facing
People Management
Service Delivery
Regulatory Compliance
Account Management
Customer Engagement
Service Design
Roadmaps
ROOT
Event Management
Incident Management
Root Cause Analysis
Knowledge Management
Knowledge Base
Problem Management
Tier 1
Tier 2
Tier 3
Accountability
SLA
Recruiting
Distribution
Workforce Planning
Onboarding
Operational Excellence
Continuous Improvement
SOW
Data Deduplication
Artificial Intelligence
Network Operations
IT Operations
Managed Services
Service Delivery Management
Global Operations
Management
ITIL
Enterprise Networks
NOC
ServiceNow
Reporting
Leadership
Clarity

Summary

Senior IT Operations Service Manager

Department: Blue Mantis

Employment Type: Full Time

Location: Hybrid

Description

The Senior IT Operations Service Manager is accountable for end-to-end service delivery of Blue Mantis' Network Operations Center services for a large Blue Mantis banking customer. This role serves as the primary customer-facing operational authority, ensuring contractual SLAs/SLOs are met, ITIL-aligned processes are executed, and the NOC continually matures from reactive operations to a proactive, optimized service model.

This role owns operational outcomes, not just people management. The Senior IT Operations Service Manager provides leadership across Tier 1, Tier 2, Tier 3, and NOC Team Leads, while acting as the day-to-day point of contact for this customer for delivery, escalations, governance, and continuous service improvement.

Key Responsibilities

Service Delivery Ownership (Primary Accountability)

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.

Customer Engagement & Governance

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.

ITIL Process Ownership & Maturity

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)

Drive reductions in:

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

NOC Leadership & Team Oversight

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

Hold Team Leads accountable for:

Queue health
SLA adherence
Knowledge quality
Escalation discipline

Ensure appropriate staffing coverage aligned to:

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

Operational Excellence & Continuous Improvement

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.

Establish feedback loops between:

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.

ITIL & Process Expertise

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.

Technical & Operational Acumen

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.

Leadership Profile

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80184662
Position Id: 6dbce88c40b463d15d0a9c7f62bc579
Posted 7 hours ago

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