Join Stellar Hunters as a Service Operations Manager!We are seeking an experienced and results-oriented Service Operations Manager to oversee and optimize our service delivery and operations teams. The successful candidate will lead day-to-day service operations, ensure consistent delivery of high-quality support, manage processes for incident and problem resolution, and drive continuous improvement in service performance.
Key Responsibilities - Service Operations & Delivery- Lead and manage service operations including service desk, incident management, problem management, request fulfillment, and service level monitoring to ensure reliable, timely support and a positive customer experience.
- Define, implement, and enforce IT service management processes (ITIL-aligned) to maintain predictable and auditable services.
- Own daily operational metrics and reporting to drive continuous improvement and reduce mean time to resolution.
- Coordinate cross-functional incident response and post-incident reviews; lead RCA activities and implement corrective actions.
- Manage workforce planning for service teams including scheduling and performance management.
- Develop and maintain operational playbooks and standard operating procedures for effective onboarding.
- Drive automation and tooling improvements to reduce manual effort and increase operational efficiency.
- Champion a service-oriented culture focused on customer outcomes and continuous learning; mentor and develop team members.
Required Qualifications - Skills & Experience- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- 5+ years of experience in IT service operations with at least 2 years in a management role.
- Demonstrated track record with IT service management practices (ITIL-aligned).
- Excellent communication and stakeholder management skills.
- Experience managing vendor relationships and third-party service providers.
Work Environment & CompensationThis is a full-time position with a competitive salary and a comprehensive benefits package including health insurance and paid time off. We prioritize diversity, equity, and inclusion and strive to provide a supportive environment that values work-life balance and employee well-being.
