Senior IT Operations Service Manager

Blue Mantis

Senior IT Operations Service Manager responsible for network operations delivery for a banking client of Blue Mantis. Overseeing ITIL-aligned processes and operational outcomes across various teams.

Posted 4/29/2026full-time🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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).
Drive reductions in: 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.
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.
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.

Requirements

What you’ll need

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).
Strong understanding of enterprise networking concepts and NOC tooling ecosystems.
Comfortable operating across monitoring platforms, ticketing systems (ServiceNow), and reporting layers.
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.

Benefits

Comp & perks

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Hard Skills & Tools

ITILIncident ManagementEvent ManagementProblem ManagementKnowledge ManagementContinual Service ImprovementOperational TransformationData AnalysisSLA ManagementNetwork Operations

Soft Skills

LeadershipCommunicationRelationship BuildingDecision MakingCalm Under PressureTransparencyCredibilityOutcome OrientationEscalation ManagementOperational Authority

Certifications

ITIL v4 CertificationITIL ExpertITIL Managing Professional