Manager, Service Operations

Description

The Manager, Service Operations is an operationally minded leader responsible for overseeing the daily activities of the Service Operations team supporting service delivery, billing, and operational reporting. This role leads the team across three key areas of operational work for Multinational Software House’ clients and delivery organization: Service Delivery Operations, ensuring services are delivered on time, to quality, and within agreed SLAs and KPIs; Financial and Billing Operations, ensuring billing accuracy, revenue recognition readiness, cost tracking, and margin integrity across the service portfolio; and Operational Insight and Improvement, measuring service performance, utilization, and financial outcomes to drive continuous improvement and automation.

The Manager, Service Operations identifies opportunities to streamline workflows, standardize procedures, and automate manual effort across service operations. The role executes initiatives in partnership with senior stakeholders across Finance, PMO, Service Delivery, Supply Chain, IT, Sales, and Client Success to understand and prioritize initiatives that improve operational and financial performance. The role requires strong financial acumen, analytical depth, excellent communication skills, and the ability to influence business and technical stakeholders in a dynamic environment.

Responsibilities

1. Service Delivery Management

• Lead and oversee daily service operations to ensure timely and high-quality delivery of services.
• Monitor operational performance against SLAs and KPIs.
• Run daily and weekly operational reviews to track service performance against SLAs and KPIs.
• Set agenda, roles, and expectations for operational cadences, and escalate performance issues as appropriate.
• Identify, define, or refine service operations processes, controls, and standard operating procedures.
• Drive operational excellence through continuous process improvement.

2. Team Leadership and People Management

• Manage, mentor, and develop service operations staff.
• Conduct performance reviews, coaching sessions, and career development planning.
• Ensure adequate resource allocation and workload balancing across the team.
• Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

3. Financial and Billing Operations

• Own the monthly billing cycle end to end, including billing readiness checks, invoice release, and cut-off adherence.
• Oversee revenue recognition and financial reporting activities.
• Ensure accuracy of project billing, cost tracking, and margin management.
• Reconcile cost, revenue, and margin by project and service line, and drive resolution of billing discrepancies with Finance and PMO.
• Maintain controls that ensure revenue recognition readiness and audit compliance.

4. Project and Portfolio Governance

• Support Project Managers and service delivery teams with operational governance.
• Monitor project health, resource utilization, and billing readiness.
• Ensure compliance with organizational policies, procedures, and contractual obligations.

5. Reporting and Business Intelligence

• Build and maintain operational dashboards and executive reporting covering revenue, utilization, and service metrics.
• Analyze business trends, revenue performance, utilization, and service metrics to quantify performance gaps.
• Present operational insights and recommend corrective actions to senior leadership.

6. Process Improvement and Automation

• Map existing workflows to highlight needed improvements and eliminate manual effort.
• Implement automation solutions using business systems and reporting tools, and measure benefits realized.
• Document, standardize, and publish operational procedures and best practices for the operations team.

7. Strategic Operations Support

• Partner with leadership to execute operational strategies and business objectives.
• Partner with senior stakeholders across Finance, PMO, Service Delivery, Supply Chain, IT, Sales, and Client Success to prioritize initiatives.
• Support organizational growth initiatives and service expansion efforts.
• Drive operational scalability while maintaining customer satisfaction.

Minimum Qualifications Education

• Bachelor’s degree required.

Experience

• 10+ years of experience in service operations, business operations, process engineering, or strategy within a technology or operations environment.
• Minimum of 3 years of direct people management experience.
• Experience leading an operations team supporting multiple service lines and stakeholders.
• Experience with billing operations, revenue recognition, cost tracking, and margin management.
• Knowledge of and experience using Power BI, Smartsheet, D365, and Tenrox, or equivalent business and reporting systems.
• Advanced Microsoft Excel skills, along with strong Word, Outlook, and PowerPoint skills.

Preferred Qualifications

• MBA.
• ITIL certification.
• Process or service management certification.
• Power BI or equivalent business intelligence certification.
• IT Solutions industry experience.

Knowledge, Skills, and AbilitiesLeadership

• Team development, coaching, and performance management
• Resource allocation and workload balancing
• Hiring, training, and supervisory responsibilities

Business and Financial Acumen

• Billing operations and revenue recognition
• Cost tracking and margin management
• Operational and financial risk identification and mitigation
• Taking ambiguous requirements, conducting investigation, and developing strategy

Communication

• Concise explanation of complex issues
• Strong written and verbal communication
• Building strong working relationships across all levels of the organization, including remote areas

Technical and Analytical Skills

• Highly analytical, data-driven strategic recommendations
• Dashboarding, executive reporting, and business intelligence
• Process mapping, standardization, and automation
• Power BI, Smartsheet, D365, Tenrox, and advanced Microsoft Excel

Core Competencies

• Leadership
• Operational Excellence
• Financial Acumen
• Customer Focus
• Accountability
• Analytical Thinking
• Intellectual Curiosity
• Continuous Improvement
• Collaboration
• Communication and Influence

Success Measures

Success in this role will be demonstrated through:

• Service performance delivered within agreed SLAs and KPI thresholds.
• Billing accuracy and on-time completion of the monthly billing cycle.
• Revenue recognition readiness, cost accuracy, and margin performance across the service portfolio.
• Demonstrable improvement of operational KPIs against baseline measurements.
• Reduction of manual effort through documented process improvement and automation.
• Resource utilization and workload balance across the operations team.
• Weekly operational reporting covering service engagements, resource utilization, billing and revenue status, risks, issue mitigation, and portfolio status.
• Effective communication with multiple stakeholders, teams, and executive management.

Experience

10 Years

Apply By

Dec 10, 2026

Required Skills

• Billing operations
• Business Operations
• Process Standardization
• Analytical thinking
• Communication
• Resource Allocation
• Performance Management
• Leadership
• Financial Acumen
• Operational Reporting
• Automation
• D365
• Service Operations
• Revenue Recognition
• Cost Tracking
• Margin management
• Power BI
• SmartSheet
• Process Improvement
• Tenrox
• Microsoft Excel
• Team Management

Nice to Have Skills

• Business Intelligence Certification
• IT solutions industry experience
• service management certification
• process management certification
• ITIL Certification
• MBA
• Strategic Planning
• Collaboration
• Problem Solving