Engineering Manager - Operations

Summary

The Engineering Manager - Operations (EM-Ops) is the single point of accountability for operational delivery, platform reliability, release management, and shared services across internal and external engineering operations teams.
 

The EM-Ops provides direct leadership for three teams (~15 people) responsible for development and release infrastructure, including both on-premise legacy environments and cloud platforms (e.g. Amazon Web Services (AWS), while also overseeing externally delivered Infrastructure as Code (IaC)-based deployment platforms.
 

A key dimension of this role is setting and executing cost-reduction objectives, ensuring platform operations are delivered in the most efficient and sustainable way possible.
 

The EM-Ops drives operational excellence across monitoring, provisioning, release execution, deployment, and support, ensuring platforms are stable, scalable, and cost-efficient. This role is responsible for evolving operations towards an automation-first, IaC-driven model, reducing manual overhead and improving consistency across environments.
 

The EM-Ops also drives continuous improvement across operational practices, including adoption of Artificial Intelligence (AI)-enabled workflows, modern tooling, and standardised platform patterns to improve engineering productivity and platform scalability.
 

Position Details

Role Purpose

The Engineering Manager - Operations (EM-Ops) is accountable for the end-to-end operation of engineering platforms and shared services, spanning both internally managed system teams and externally delivered platform capabilities, including release management and execution.
 

This includes ownership of:

• Internal engineering operations teams responsible for development and release infrastructure, covering on-premise environments and cloud platforms
• Release management capabilities, including planning, coordination, execution, and support of platform and product releases
• External platform teams responsible for Infrastructure as Code (IaC)-based deployment, environment provisioning, platform upgrades, and lifecycle management
   

The EM-Ops will manage three teams (approximately 15 engineers and platform engineers), providing leadership across both internal and external operational capabilities.
 

A core accountability of the role is to define, baseline, and deliver measurable cost-reduction outcomes across infrastructure and operations, ensuring cost efficiency is actively managed and continuously improved.
 

This role ensures the effective day-to-day operation of these platforms, including monitoring, support, provisioning, release execution, and continuous improvement, while driving alignment to standardised platform architectures and engineering practices.
 

A key focus of the role is to modernise operational capabilities, transitioning from fragmented and manual processes to automated, scalable, and repeatable platform services. This includes embedding Infrastructure as Code (IaC), automation, and Artificial Intelligence (AI)-enabled workflows into operational processes to improve efficiency, reduce cost, and increase delivery speed.
 

The EM-Ops acts as the central point of coordination ensuring that operational platforms and release processes meet the needs of development teams and support reliable, high-quality delivery.
 

The EM-Ops also provides strong people leadership, ensuring clear accountability, effective problem-solving, and continuous capability uplift across teams.
 

Responsibilities

Operational Leadership

• Lead three teams (~15 people) across internal system teams, shared services, and release functions
• Ensure operational readiness across environments, including monitoring, support, and reliability
• Establish and evolve operating models, runbooks, and support frameworks leveraging AI tools
• Drive clear ownership and accountability across operational domains with key leaders
   

Release Management

• Own release management and execution across platforms and supported products
• Ensure predictable, high-quality releases through defined processes and governance
• Coordinate release planning, scheduling, and cross-team dependencies
• Drive automation of release processes to improve speed, reliability, and repeatability
• Ensure effective release support, validation, and rollback mechanisms
   

Platform & Delivery

• Own operational delivery outcomes across internal and external teams
• Support Program Increment (PI) planning, prioritisation, and execution
• Define and track operational metrics (availability, Mean Time to Recovery (MTTR), deployment success, cost)
• Ensure effective environment provisioning, release support, and platform availability
• Drive resolution of operational issues, risks, and bottlenecks
   

Cost Optimisation & Efficiency

• Define and execute cost-reduction objectives and targets across infrastructure and operations
• Establish cost baselines and track ongoing cost performance against targets
• Drive efficiency through automation, standardisation, and reuse of platform capabilities
• Reduce reliance on manual processes and bespoke solutions
• Promote repeatable platform patterns and reference architectures
   

Automation, Artificial Intelligence (AI) & Platform Evolution

• Drive adoption of automation-first operational practices
• Embed Infrastructure as Code (IaC) and GitOps-based delivery models
• Leverage Artificial Intelligence (AI) tools and workflows to improve operational productivity
• Continuously improve platform services using data, insights, and emerging technologies
   

Architecture, Standards & Quality

• Ensure alignment to platform architecture and engineering standards
• Partner with Architecture to deliver scalable, supportable, and consistent solutions
• Drive operational quality, reliability, and discipline across teams
• Establish guardrails for cloud and Kubernetes platform usage
   

People Leadership

• Manage ~15 engineers and platform engineers across three teams
• Own hiring, performance management, and capability development
• Build a high-performance, accountable team culture
• Develop leadership and technical capability within operations teams
   

Experience & Skills

Experience

• Proven experience leading operations, platform, or engineering services teams
• Experience managing multiple teams (10–20 people) in a complex environment
• Strong track record of owning or managing release processes and delivery operations
• Strong track record of defining and delivering cost-reduction initiatives
• Experience managing development and release infrastructure (on-premise and cloud)
• Experience with cloud platforms (Amazon Web Services (AWS), Microsoft Azure) and Kubernetes
• Hands-on experience with Infrastructure as Code (IaC) (e.g. Terraform)
• Experience implementing automation and DevOps / GitOps practices
• Exposure to Artificial Intelligence (AI) tools and workflows in engineering environments
• Experience working in Agile / Scaled Agile Framework (SAFe) environments
   

Technical & Leadership Skills

• Strong understanding of:
  • Platform operations (system teams, shared services, environments, release management)
  • Observability, incident management, and support models
  • Continuous Integration / Continuous Deployment (CI/CD) pipelines
  • Kubernetes platforms (e.g. Amazon Elastic Kubernetes Service (EKS), Red Hat OpenShift, Rancher)
• Ability to:
  • Translate strategy into practical operating models
  • Drive cross-team alignment and accountability
  • Use metrics and data to drive decisions
  • Lead effectively in complex, distributed environments

Mindset

• Strong ownership and accountability
• Automation-first approach
• Cost and efficiency focused
• Pragmatic and delivery-focused
• Strong problem-solving capability

Location(s):

Accommodation:

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CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.