New 
IT Operations Service Manager
 GreenPages | |
 United States, Maine, Kittery | |
 Apr 13, 2026 | |
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The IT Service Operations Manager is responsible for end-to-end service delivery and performance across Digital Operations within a 24x7 Global Delivery Center (GDC). The role ensures stable, reliable, and high-quality service delivery across L1 Monitoring, Network, Security, Cloud, and Server teams, with a strong focus on execution, team leadership, and customer outcomes.
Key Responsibilities * Own and manage day-to-day service delivery across L1, L2, and Specialist teams.
* Ensure adherence to SLAs, OLAs, and customer commitments.
* Act as escalation point for high-priority incidents.
* Drive service stability, availability, and performance.
* Monitor service health, workload, and queue management.
* Ensure seamless 24x7 service continuity
Service Delivery & Operational Execution * Ensure timely resolution of incidents and service requests
* Maintain backlog and queue health
* Drive adherence to runbooks and procedures
* Collaborate with engineering teams for resolution
* Support onboarding of new services into operations
People Management & Team Leadership * Lead and manage Team Leads and operational teams
* Drive performance through coaching and feedback
* Manage staffing, rostering, and capacity planning
* Ensure skill coverage across shifts
* Build a high-performance and accountable team culture
Customer & Stakeholder Management * Act as key contact for service delivery interactions.
* Participate in service reviews and provide updates.
* Handle escalations and ensure timely communication.
* Collaborate with internal stakeholders.
Operational Excellence & Continuous Improvement * Drive service delivery improvements.
* Enhance service quality and reduce downtime
* Support automation initiatives.
* Implement lessons learned from incidents
Key Success Measures (Outcomes) * Achievement of SLA targets
* Improved service availability
* Efficient incident resolution
* Reduced customer escalations
* High team performance and engagement
Key Skills & Qualifications
* Skills, Knowledge & Expertise
About Blue Mantis Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize. Documents It service operations manager jd
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