Blue Mantis

IT Operations Service Manager

Blue Mantis

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Job Level

SeniorLead

About the role

  • Own and manage day-to-day service delivery across L1, L2, and Specialist teams.
  • Ensure adherence to SLAs, OLAs, and customer commitments.
  • Act as escalation point for high-priority incidents.
  • Drive service stability, availability, and performance.
  • Monitor service health, workload, and queue management.
  • Ensure seamless 24x7 service continuity
  • Ensure timely resolution of incidents and service requests.
  • Maintain backlog and queue health.
  • Drive adherence to runbooks and procedures.
  • Collaborate with engineering teams for resolution.
  • Support onboarding of new services into operations
  • Lead and manage Team Leads and operational teams.
  • Drive performance through coaching and feedback.
  • Manage staffing, rostering, and capacity planning.
  • Ensure skill coverage across shifts.
  • Build a high-performance and accountable team culture
  • Act as key contact for service delivery interactions.
  • Participate in service reviews and provide updates.
  • Handle escalations and ensure timely communication.
  • Collaborate with internal stakeholders.
  • Drive service delivery improvements.
  • Enhance service quality and reduce downtime
  • Support automation initiatives.
  • Implement lessons learned from incidents
  • Achievement of SLA targets.
  • Improved service availability.
  • Efficient incident resolution.
  • Reduced customer escalations.
  • High team performance and engagement

Requirements

  • 10–15+ years in IT Operations / Managed Services.
  • Experience in 24x7 operations.
  • Strong leadership and team management skills.
  • Knowledge of infrastructure domains.
  • Strong incident and service delivery experience.
  • Working knowledge of ITIL practices.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
IT OperationsManaged Servicesincident resolutionservice deliveryinfrastructure managementcapacity planningqueue managementservice continuityautomationITIL
Soft Skills
leadershipteam managementcoachingcommunicationcollaborationperformance managementproblem-solvingaccountabilitystakeholder engagementservice improvement