Service Operations Manager

Service Operations Manager

Managed Services | Remote-Philippines

POSITION OVERVIEW

The Service Operations Manager is the senior single point of contact for a strategic enterprise customer receiving ServiceNow Business as Usual (BAU) services from Infosys(GuideVision. The role owns the operational relationship end-to-end, leads a multi-tower team of 20-25 engineers and consultants across onshore and offshore locations, and is accountable for service performance, platform health, customer satisfaction, and commercial integrity of the engagement. The right person is senior and credible, equally at ease in a boardroom service review and on a Priority-1 bridge, commercially literate, politically aware, and able to hold teams to high standards without micromanaging.

KEY RESPONSIBILITIES

Customer relationship & service governance

• SPOC. Senior operational point of contact across the customers IT leadership, platform owners, and service managers.
• Service cadence. Chair daily standups, weekly operational reviews, monthly tactical reviews, and quarterly business reviews; own reporting against SLAs, OLAs, and XLAs.
• Major incident & crisis. Drive escalation management, mobilize cross-tower response, and conduct post-incident reviews.
• Demand & change governance. Safeguard platform health by representing the managed service in the customers Architecture Review Board (or equivalent demand-governance body), and ensure all releases and changes flow through agreed change-management and security controls, including by participating in CAB where in place.

Service delivery & team leadership

• Team leadership. Lead ~20-25 FTE (support engineers, platform engineers, developers, technical leads) across L2/L3 support, platform engineering, and continual improvement.
• Operational discipline. Ensure shift coverage, ticket ownership, knowledge management, and QA across all service towers; remove blockers for the team.
• People. Own resource planning, performance management, coaching, and capability development in line with GuideVisions role catalog and career paths.

Platform health & engineering oversight

• Lifecycle calendar. Supervise upgrades, patching, clone schedules, and ATF-driven regression testing, coordinated with customer change windows.
• Configuration integrity. Maintain platform hygiene across SPM, ITSM, CMDB/CSDM, ITOM, GRC, and the integration estate, aligned to CSDM maturity and Technical Governance standards.
• Roadmap. Liaise with ServiceNow Customer Platform Owner and Architects to anticipate version impact and licensing implications.

Continual improvement & commercial management

• CSI. Own the CSI register and drive a prioritized improvement backlog with measurable outcomes.
• Commercials. Protect engagement margin through utilization, demand management, and contractual change control; produce internal financial reporting.
• Risk & compliance. Manage engagement-level risks and regulatory obligations, with specific attention to controls supported by the customers GRC footprint.

REQUIRED EXPERIENCE

• 5-7 years in IT service management, preferably with at least 5 years in a ServiceNow delivery environment.
• Proven track record as Service/Delivery Manager on enterprise-scale managed services engagements (20+ FTE, multi-module scope, multi-geo team).
• Demonstrable experience supervising platform lifecycle activities: family upgrades, patching, clone strategies, and regression testing.
• ITIL 4 Foundation required; ITIL 4 Managing Professional (MP) or Strategic Leader (SL) strongly preferred.
• Knowledge of the IT4IT framework is a plus
• ServiceNow Certified System Administrator (CSA) as baseline; exposure to CIS-level certifications on one or more modules in scope (ITSM, ITOM, SPM, GRC, CSDM) is an advantage.
• Azure DevOps knowledge is a plus
• Fluent English, written and spoken
• Proven strong Relationship Management skills.

PREFERRED BACKGROUND

• Prior experience within a ServiceNow Elite or Premier partner, or within a large enterprise ServiceNow platform team.
• Familiarity with SIAM environments, multi-vendor coordination, and governance interfaces with customer architecture and security functions.
• Understanding of managed services commercial mechanics (capacity-based, outcome-based, consumption-based) and their operational implications.