Service Operations Manager
hace 4 días
Santander
Service Operations Manager Contract Rate: Competitive/DOE (Dependent on Experience) Location: Remote Duration: Until end of 2026 (potential extensions) About the Role Exalto Consulting are supporting a leading digital health and technology organisation in the search for an experienced Service Operations Manager. This is a high-impact operational leadership role focused on ensuring the smooth delivery of customer support, service operations, vendor management, and incident resolution across a complex technology environment. You will act as a key operational partner to senior leadership, driving service excellence, operational efficiency, and continuous improvement while working closely with customer-facing teams, engineering, product, platform operations, and third-party suppliers. The successful candidate will combine strong service operations experience with excellent stakeholder management skills and a proactive approach to problem-solving in a fast-paced, highly regulated environment. Key Responsibilities Service Operations & Delivery • Manage operational escalations, service issues, and customer queries., • Analyse support ticket trends and service performance data to identify improvement opportunities., • Produce operational reporting, KPI analysis, and SLA performance reviews., • Coordinate managed service providers and third-party suppliers to ensure delivery against agreed service levels., • Partner with engineering and technical teams to drive resolution of production incidents and service disruptions., • Prepare and deliver clear operational communications, including incident updates and maintenance notifications., • Coordinate activities across support, engineering, platform operations, product teams, and external vendors. Vendor Management • Manage supplier relationships through regular operational reviews and performance monitoring., • Ensure vendors meet contractual service obligations and SLAs., • Coordinate with external partners to resolve operational challenges and service issues. Incident & Problem Management • Lead operational escalation processes and facilitate rapid issue resolution., • Support major incident management activities and recovery efforts., • Conduct post-incident reviews and drive corrective actions to reduce repeat issues., • Maintain regular communication with key stakeholders regarding incident progress and resolution., • Work within regulated and compliance-driven environments, supporting quality and corrective action processes where required. Customer Success & Service Improvement • Perform detailed analysis of customer support data to identify root causes and service improvement opportunities., • Manage customer complaints and ensure timely resolution and escalation where appropriate., • Support customer success initiatives for strategic accounts., • Drive customer satisfaction improvements and operational excellence programmes., • Review customer interactions, feedback, and support performance metrics., • Provide coaching and operational guidance to support teams. Growth & Continuous Improvement • Support operational readiness for new customers, projects, and service deployments., • Identify opportunities to improve efficiency, scalability, and service quality., • Stay informed on industry trends and best practices to drive operational excellence. What You'll Bring • Significant experience (10+ years) in Service Operations, Customer Support, Service Delivery, or related operational leadership roles., • Experience working within SaaS, healthcare technology, digital health, or similarly regulated environments (knowledge of GxP processes is a bonus)., • Strong understanding of both B2B and B2C support models., • Knowledge of regulated environments and compliance frameworks., • Experience managing third-party suppliers and service providers., • Strong analytical skills with experience using reporting and operational analytics tools., • Excellent stakeholder management and communication skills., • Proven ability to manage incidents, escalations, and operational risks., • Strong organisational skills with the ability to manage multiple priorities., • Experience working within global, matrixed organisations and cross-functional teams., • A continuous improvement mindset with a focus on service excellence and customer outcomes. Interested? If this sounds relevant, apply with your updated CV and one of our team will be in touch if you look like a good fit.