This role will be responsible for management and measurable excellence of our Operations Center, Service Desk, and Infrastructure Engineering teams. This role ensures that quality service management processes are developed and deployed to meet agreed business objectives. We are looking for a dynamic leader with a proven track record of service management provided through relentless improvement and execution of key service operational processes (incident, event, problem, change, & release management).

What you’ll do

• Own and be accountable for the day to day services including activities such as event, incident, problem, & change management as well as ensuring excellent end user response time to requests.

• Manage staff & budget

• Implement and maintain service management processes and controls to ensure quality is maintained to meet business objectives

• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction

• Interact & engage with business leaders to ensure a delightful customer experience

• Coordinate between Customer Care, Engineering, and Operations on customer issues and escalations

• Ensure quick incident reviews, identifying and capturing action required to prevent and reduce future customer impact

• Ensure reporting and accountability for data center change management and problem resolution

• Review incident trend analysis and manage improvement with DevOps and Engineering teams

• Hold regular service reviews with internal customers

• Ensure appropriate documentation is completed

What you need to succeed

• Demonstrated passion for customer quality

• Experience managing customer quality and a Service Operations Center (NOC)

• Exceptional communicator both written and oral

• Experience with delivery in a eCommerce or SaaS environment is critical

• Ability to communicate clearly with non-technical personnel about complex technical subjects

• Strong understanding of Change Management, Incident Response, and Production Control

• Detail-oriented with demonstrated management, leadership, decision-making, and team-building skills

• Serve as a representative of the technical operations team and evangelist to the broader organization

• Experience designing and/or managing application monitoring systems a plus

• Experience creating and operating in a process oriented environment with the ability to drive change in an ISO, continuous improvement organization

• Experience partnering directly with Engineering & DevOps across public/private cloud hosting environments

• Experience with ITIL-based processes is strongly desired