Service Operations Manager

Role: Service Operations Manager Department: Service Delivery Reports To: CEO Location: Remote, Global Term: Permanent Full-Time Benefits: Remote Work, Certifications and Training Program. Unlimited Time Off Company Overview Imagis is an IT digital transformation firm that has been focused on the technology needs of Non-Profits, Biotech, Biomed, and other Healthcare IT companies for over 25 years. Our Mission is to deliver the best digital workplace experience for people to work better together securely with technology while balancing productivity and security. Our Vision is to build a future where people are connected, resourceful and leveraging technology to realize their potential. A bright future of growth and evolution where everyone can imagine more, achieve more and be more. A future where technology creates limitless opportunities for the global economy, organizations, and individuals. Our Core Values Intentional GrowthThoughtful ExecutionIntegrity Above All ElsePosition Overview: As a key leader within our organization, you will be responsible for steering our service team, ensuring excellence in service delivery, and maintaining strong relationships with internal and external stakeholders. This role is pivotal in shaping our service operations and aligning them with our strategic objectives. Position Responsibilities Team Leadership: Lead, manage and hold accountable the service team, fostering accountability, innovation, and collaboration.Process Development: Build and optimize service operations processes to enhance service delivery.Daily Coordination: Facilitate weekly service team and daily stand-up meetings, ensuring clear communication and actionable follow-ups.Project Management: Develop project plans, assign resources and provide regular project status updates and efficiently manage resource allocation across the service pipeline. Facilitate project kick-off calls and lessons learned documentation.Change Management: Handle change orders and direct service change requests, ensuring seamless execution.Documentation Management: Ownership of documentation structure, SOP quality and adherence.Policy Compliance: Ensure adherence to service desk processes in line with company policies.Service Level Management: Monitor and achieve service level objectives across all service incidents and requests.Vendor Relations: Maintain regular communication with key third-party vendors, ensuring alignment with service objectives.Strategic Reviews: Conduct technology alignment reviews, providing insightful recommendations.Qualifications Excellent English communication skillsStrong technical background within Microsoft 365 and Azure EcosystemProven leadership in service delivery managementExcellent communication and team management skillsKnowledge of current technology trendsMinimum of 5+ years working in IT MSP or similar IT Service Desk teamMinimum of 5+ years as Infrastructure IT Engineer (T2 or T3) or Team LeadMinimum of 3+ years in IT Project Management1 or more of the following certifications or similarITILCAPMPMPProject +M365 or Azure FundamentalsPersonal Skills Self-motivated and drivenBuilder of process and systemsResults orientedStrategic thinker with ability to executePrecise and detailedClear and assertive communication styleKey Performance Indicators Service Gross MarginSLA AdherenceStandards Compliance

Created: 2025-02-15