Service Operations Manager

Contract

Rate: Competitive/DOE (Dependent on Experience)

Location: Remote

Duration: Until end of 2026 (potential extensions)

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.

Service Operations Manager

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