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 Growth

• Thoughtful Execution

• Integrity Above All Else

Position 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 skills

• Strong technical background within Microsoft 365 and Azure Ecosystem

• Proven leadership in service delivery management

• Excellent communication and team management skills

• Knowledge of current technology trends

• Minimum of 5+ years working in IT MSP or similar IT Service Desk team

• Minimum of 5+ years as Infrastructure IT Engineer (T2 or T3) or Team Lead

• Minimum of 3+ years in IT Project Management

• 1 or more of the following certifications or similar

• ITIL

• CAPM

• PMP

• Project +

• M365 or Azure Fundamentals

Personal Skills

• Self-motivated and driven

• Builder of process and systems

• Results oriented

• Strategic thinker with ability to execute 

• Precise and detailed

• Clear and assertive communication style

Key Performance Indicators

• Service Gross Margin

• SLA Adherence

• Standards Compliance