Service Operations Manager

About the role

Location: New York,New York,United States   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     Apply to this job