Service Operations Manager

Service Operations Manager

Contract

Rate: Competitive/DOE (Dependent on Experience)

Location: Remote

Duration: 6 months

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.