Senior IT Operations Service Manager

Role Overview: The Senior IT Operations Service Manager at Blue Mantis is responsible for managing end-to-end service delivery for the Network Operations Center services of a major banking customer. You will be the main operational authority in direct contact with the customer, ensuring that service level agreements (SLAs) are met, ITIL-aligned processes are implemented, and the NOC evolves from reactive to proactive operations. Key Responsibilities: - Service Delivery Ownership (Primary Accountability) - Take ownership of the overall performance of 24x7x365 Network Operations services as per the Statement of Work (SOW). - Ensure compliance with all contractual SLAs/SLOs, including response times, ticket reduction targets, escalation rates, and Mean Time To Repair (MTTR). - Act as the final escalation point for operational issues, repeated SLA risks, or systemic service failures. - Serve as the primary operational contact for customer leadership, separate from account management. - Customer Engagement & Governance - Participate in and support Customer Success Manager and Technical Account Manager in various reviews and sessions. - Provide clear, data-driven reports on SLA/SLO adherence, incident trends, alert noise reduction progress, escalation patterns, and root cause remediation. - Build trusted relationships with customer stakeholders through transparency and predictable delivery. - ITIL Process Ownership & Maturity - Own and implement ITIL-aligned practices including Event Management, Incident Management, Problem Management, Knowledge Management, and Continual Service Improvement. - Drive reductions in false positives, non-actionable alerts, and repetitive incidents. - Ensure incidents feed into Problem Management for resolution. - NOC Leadership & Team Oversight - Provide operational leadership across Tier 1, Tier 2, Tier 3 engineers, and NOC Team Leads/Managers. - Hold Team Leads accountable for queue health, SLA adherence, knowledge quality, and escalation discipline. - Ensure appropriate staffing coverage based on ticket volume, priority distribution, and time-of-day demand. - Operational Excellence & Continuous Improvement - Own the NOC improvement plan, including ticket reduction initiatives, alert threshold rationalization, automation opportunities, and more. - Establish feedback loops between monitoring configuration, incident outcomes, problem records, and knowledge articles. - Ensure new services, changes, and deployments do not introduce unmanaged noise. Qualification Required: - 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. - Demonstrated success in managing 24x7 global operations with strict SLAs. - ITIL & Process Expertise - Deep practical ITIL knowledge. - ITIL v4 certification strongly preferred. - Technical & Operational Acumen - Strong understanding of enterprise networking concepts and NOC tooling ecosystems. - Ability to challenge engineering teams constructively. - Leadership Profile - Clear operational authority with a calm escalation presence. - Data-driven decision-maker comfortable with executive stakeholders. - Strong communicator adept at bridging engineering depth and executive clarity. (Note: No additional details about the company were provided in the job description.) Role Overview: The Senior IT Operations Service Manager at Blue Mantis is responsible for managing end-to-end service delivery for the Network Operations Center services of a major banking customer. You will be the main operational authority in direct contact with the customer, ensuring that service level agreements (SLAs) are met, ITIL-aligned processes are implemented, and the NOC evolves from reactive to proactive operations. Key Responsibilities: - Service Delivery Ownership (Primary Accountability) - Take ownership of the overall performance of 24x7x365 Network Operations services as per the Statement of Work (SOW). - Ensure compliance with all contractual SLAs/SLOs, including response times, ticket reduction targets, escalation rates, and Mean Time To Repair (MTTR). - Act as the final escalation point for operational issues, repeated SLA risks, or systemic service failures. - Serve as the primary operational contact for customer leadership, separate from account management. - Customer Engagement & Governance - Participate in and support Customer Success Manager and Technical Account Manager in various reviews and sessions. - Provide clear, data-driven reports on SLA/SLO adherence, incident trends, alert noise reduction progress, escalation patterns, and root cause remediation. - Build trusted relationships with customer stakeholders through transparenc