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Service Operations Manager
Pro AV SolutionsService Operations Manager overseeing managed services operations at Pro AV Solutions. Ensuring high-quality delivery and optimal performance across service teams in a hybrid environment.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead and manage service operations across the VNOC, Service Coordinators, and field service teams
- Ensure service delivery aligns with SLAs, KPIs, and customer commitments
- Act as the primary escalation point for major incidents and critical service issues
- Drive operational performance, service optimisation, and continuous improvement initiatives
- Oversee ITSM processes including Incident, Problem, Change, and Configuration Management
- Improve workflows, reporting, monitoring, and operational efficiencies
- Lead service reviews, reporting, and stakeholder communications
- Support capability development, coaching, and performance management across service teams
- Foster a collaborative, customer-focused culture built on ownership and accountability
Requirements
What you’ll need- Experience in a Service Operations Manager, Service Delivery Manager, or similar leadership role
- Strong understanding of ITSM principles and service delivery frameworks
- Experience leading Service Desk, NOC/VNOC, or technical support functions
- Strong stakeholder management and communication skills
- Experience driving operational improvements and service optimisation initiatives
- A proactive, solutions-focused leadership style
- ITIL certification is a must with ITIL 4 Foundation preferred
Benefits
Comp & perks- National leadership opportunity within a growing managed services environment
- Collaborative and supportive team culture
- Opportunity to shape and improve operational service delivery nationally
- Exposure to enterprise customers and complex service environments
- A role where your leadership and operational expertise will directly influence customer outcomes and business performance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITSMIncident ManagementProblem ManagementChange ManagementConfiguration ManagementService DeliveryOperational PerformanceService OptimisationWorkflow ImprovementReporting
Soft Skills
LeadershipStakeholder ManagementCommunicationCoachingPerformance ManagementCollaborationCustomer FocusOwnershipAccountabilityProactive Problem Solving
Certifications
ITILITIL 4 Foundation