Service Operations Manager

About the Position

At OLSOM, "Support" is more than just a word-it's a core value that permeates our culture. We are seeking a Service Operations Manager to join our Services team, working remotely within the United States. This role is pivotal in ensuring the operational performance and reliability of our customer-facing software and services.

Responsibilities

• Lead OLSOM Service Desk operations in collaboration with support engineers
• Lead Incident, Problem, and Change Management processes across OLSOM services
• Coordinate major incidents across Support, Project Delivery, Engineering, and customer teams to ensure timely resolution and clear communication
• Drive Root Cause Analysis and ensure corrective and preventive actions are implemented and tracked to completion
• Monitor service performance against agreed SLAs, SLOs, KPIs, and contractual commitments
• Provide regular service reporting and facilitate service reviews / QBRs with customers where required
• Act as the primary operational escalation point for customer-impacting issues
• Build strong relationships with customers and internal stakeholders through regular service reviews, operational touchpoints, and proactive communication
• Ensure operational readiness for new releases, integrations, and customer deployments, including monitoring, documentation, support processes, and escalation paths
• Work closely with Project Delivery, Engineering, and Product to identify recurring issues, operational risks, and opportunities for service improvement
• Manage Resolution and Root Cause knowledge base
• Drive Continuous Service Improvement initiatives based on incidents, service performance, customer feedback, and business priorities
• Maintain clear service ownership, escalation paths, operational documentation, and communication standards

Requirements

• 5+ years of experience in Service Management, Technical Operations, or a similar customer-facing technology role
• Experience managing services or applications in complex production environments
• Strong understanding of ITIL principles and IT Service Management best practices, with practical experience applying them in Incident, Problem, Change, and Service Management processes
• Practical experience with Incident, Problem, and Change Management
• Strong understanding of SLA, SLO, KPI, service performance, and customer satisfaction management
• Experience coordinating cross-functional teams and managing customer-impacting incidents
• Strong analytical and problem-solving skills, with the ability to use data to identify trends, risks, and improvement opportunities
• Strong written and verbal communication skills, including the ability to communicate technical issues and business impact to different audiences
• Proactive, hands-on approach with a strong sense of ownership and accountability
• Excellent prioritization, time management, and stakeholder management skills
• Continuous improvement mindset with a focus on service reliability and customer outcomes
• Experience with ITSM platforms such as Jira Service Management, ZenDesk, ServiceNow, or similar
• Proficient level of English

Nice to Have

• Experience in manufacturing IT, MES, Industry 4.0, industrial software, or other mission-critical environments
• Understanding of manufacturing operations and IT/OT environments
• Experience supporting production-critical applications and customer environments
• ITIL certification (Foundation or higher)
• Experience implementing or improving ITIL-based Service Management processes within a technology or engineering organization
• Experience with ERP, MES, SCADA/HMI, PLC, or industrial system integrations
• Experience with on-premise, hybrid, and cloud deployments
• Familiarity with monitoring and observability tools such as Grafana, Prometheus, Zabbix, or similar
• Experience with operational readiness, go-live processes, service reviews, and QBRs
• Experience establishing or improving ITIL / Service Operations processes
• Experience working with geographically distributed teams and international customers

We Offer

• Remote-first: Flexible 40-hour week, work from wherever you do your best thinking
• Time to recharge: 20 vacation days, unlimited sick leave, and your local public holidays
• Family-friendly policies: Maternity and paternity leave to support you when it matters most
• Support for your growth: Regular feedback, internal LMS, and a mentor to help you develop
• No micromanagement: Open culture with clear goals and the autonomy to deliver
• Multicultural team: Work across continents and cultures, bringing diverse perspectives to everything we build

About the Company

OLSOM is a smart manufacturing software company that helps manufacturers digitize, automate, and optimize their production operations. We develop AGW-a composable Smart Manufacturing Platform that adapts to diverse operational requirements, enabling manufacturers to deploy tailored solutions quickly and scale them as their needs evolve.

Since 2011, leading manufacturers-including OP Mobility, Motherson, and Hanon Systems-have trusted OLSOM to support their mission-critical operations. By combining deep industry expertise with industry-recognized, 24/7 support, we help manufacturers achieve greater efficiency, agility, and operational excellence.

Apply now to join our team and help us make manufacturing awesome!