Job Description

Required Qualifications

• 7+ years of experience in IT Operations, Service Operations, or Managed Services.

• 3+ years of direct people leadership experience.

• Proven experience overseeing Major Incident and Bridge coordination functions.

• Strong knowledge of ITIL frameworks (ITIL certification preferred).

• Experience leading global or multi-regional teams.

• Demonstrated ability to drive process improvement and operational discipline.

• Strong executive communication skills and command presence.

Preferred Qualifications

• Experience in Managed and Shared Services environments.

• Experience in 24x7 global service operations.

• Lean, Six Sigma, or other continuous improvement certifications.

• Familiarity with AI-enabled service management or monitoring platforms.

Leadership Competencies

• People development and coaching

• Crisis leadership and executive presence

• Operational governance and accountability

• Structured, process-driven mindset

• Creative, data-informed problem solving

• Cross-functional influence

Success Profile

This leader builds high-performing operational teams that thrive in live, high-pressure environments. They balance structure with agility, enforce quality without slowing execution, and develop their team to confidently command enterprise bridge calls and complex incidents. They continuously improve operational performance while maintaining calm, decisive leadership in moments of crisis.

Want to learn more about Solutions Consulting & Engineering? Check us out on our platform: https://www.wwt.com/community/scande/about

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $118,400.00 to $177,600.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email taposting@wwt.com.

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Qualifications

Manager, Service Operations

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

The Manager, Service Operations leads a global team responsible for enterprise bridge coordination, major incident execution, and operational project support within a Managed and Shared Services environment.

This role is accountable for building, developing, and overseeing the team that facilitates real-time operational readiness activities, cross-functional coordination and incident command. The Manager ensures structured execution, ITIL-aligned governance, service quality, and continuous improvement across all live operational events.

The ideal candidate is a strong people leader with executive presence, a process- and quality-driven mindset, and the ability to guide teams through high-pressure crisis situations while leveraging AI and automation to improve performance and reduce risk.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a global team responsible for:

• Bridge call facilitation

• Operational project readiness support

• Major incident coordination

• Training development and facilitation

• Establish clear performance expectations, accountability standards, and development plans.

• Create a culture of discipline, ownership, and service excellence.

• Ensure appropriate staffing coverage for 24x7 operations where applicable.

Operational Project Coordination Governance

• Oversee the team’s coordination of operational readiness activities for projects, releases, and major changes.

• Ensure risks, dependencies, and impacts are identified and mitigated.

• Partner with PMO, engineering, and service delivery leadership to align operational execution with business priorities.

• Validate that operational controls are in place prior to go-live activities.

Process & Quality Management

• Own adherence to ITIL-based Incident, Major Incident, Problem, and Change processes.

• Establish KPIs, SLAs, and operational performance metrics.

• Conduct quality reviews of bridge facilitation, incident handling, and project coordination.

• Drive post-incident reviews and ensure corrective actions are implemented.

• Lead continuous improvement initiatives to enhance service reliability and maturity.

Bridge & Major Incident Oversight

• Provide leadership oversight of high-severity incidents and critical bridge calls.

• Ensure structured execution, clear role assignment, and timely escalation.

• Step in to command critical incidents when necessary.

• Review incident quality, documentation, and communication standards.

• Ensure reduction of MTTR through consistent execution and governance.

AI & Continuous Improvement

• Identify opportunities to leverage AI and automation to:

• Improve incident trend analysis

• Reduce manual coordination tasks

• Enhance reporting and operational insights

• Promote data-driven decision making across the team.

• Reduce recurring incidents through proactive operational improvements.

Executive & Customer Engagement

• Represent Service Operations leadership on high-visibility customer and executive calls.

• Provide concise operational reporting and performance insights.

• Demonstrate strong executive presence during crisis communications.

• Build trusted relationships with internal stakeholders and external customers.