Role: Service Operations Manager
Department: Service Delivery
Reports To: CEO
Location: Remote, Global Term: Permanent Full-Time Benefits: Remote Work, Certifications and Training Program. Unlimited Time Off
Company Overview
Imagis is an IT digital transformation firm that has been focused on the technology needs of Non-Profits, Biotech, Biomed, and other Healthcare IT companies for over 25 years.
Our Mission is to deliver the best digital workplace experience for people to work better together securely with technology while balancing productivity and security.
Our Vision is to build a future where people are connected, resourceful and leveraging technology to realize their potential. A bright future of growth and evolution where everyone can imagine more, achieve more and be more. A future where technology creates limitless opportunities for the global economy, organizations, and individuals.
Our Core Values
Intentional Growth
Thoughtful Execution
Integrity Above All Else
Position Overview:
As a key leader within our organization, you will be responsible for steering our service team, ensuring excellence in service delivery, and maintaining strong relationships with internal and external stakeholders. This role is pivotal in shaping our service operations and aligning them with our strategic objectives.
Position Responsibilities
Lead, manage and hold accountable the service team, fostering accountability, innovation, and collaboration.
Build and optimize service operations processes to enhance service delivery.
Facilitate weekly service team and daily stand-up meetings, ensuring clear communication and actionable follow-ups.
Develop project plans, assign resources and provide regular project status updates and efficiently manage resource allocation across the service pipeline. Facilitate project kick-off calls and lessons learned documentation.
Handle change orders and direct service change requests, ensuring seamless execution.
Ownership of documentation structure, SOP quality and adherence.
Ensure adherence to service desk processes in line with company policies.
Monitor and achieve service level objectives across all service incidents and requests.
Maintain regular communication with key third-party vendors, ensuring alignment with service objectives.
Conduct technology alignment reviews, providing insightful recommendations.
Qualifications
Excellent English communication skills
Strong technical background within Microsoft 365 and Azure Ecosystem
Proven leadership in service delivery management
Excellent communication and team management skills
Knowledge of current technology trends
Minimum of 5+ years working in IT MSP or similar IT Service Desk team
Minimum of 5+ years as Infrastructure IT Engineer (T2 or T3) or Team Lead
Minimum of 3+ years in IT Project Management
1 or more of the following certifications or similar
ITIL
CAPM
PMP
Project +
M365 or Azure Fundamentals
Personal Skills
Self-motivated and driven
Builder of process and systems
Results oriented
Strategic thinker with ability to execute
Precise and detailed
Clear and assertive communication style
Key Performance Indicators
Service Gross Margin
SLA Adherence
Standards Compliance
Imagis is an IT digital transformation firm specializing in technology solutions for Non-Profits, Biotech, Biomed, and Healthcare IT companies with over 25 years of industry experience. The company focuses on delivering the best digital workplace experience, helping people work better together securely while balancing productivity and security. Their mission centers on enabling organizations to leverage technology for improved collaboration and organizational goals. Imagis serves as a managed service provider offering IT service desk and digital transformation services to mission-driven organizations in the healthcare and life sciences sectors.
