[Hiring] Service Operations Manager @Cypher Consulting Europe

Role Description

We’re looking for a senior Service Operations Manager to lead the day-to-day delivery of ServiceNow services for a large enterprise customer. You’ll be the main point of contact, responsible for service performance, customer satisfaction, and leading a global team of ~20–25 people.

• Customer & service management
  • Act as the main contact for the customer’s IT leadership
  • Run regular meetings (daily, weekly, monthly reviews)
  • Manage major incidents and escalations
  • Ensure services meet agreed performance targets (SLAs)
• Team leadership
  • Lead a team of engineers and consultants (onshore + offshore)
  • Ensure smooth day-to-day operations (tickets, support, delivery)
  • Handle resource planning, coaching, and performance management
• Platform oversight
  • Oversee platform health (upgrades, patches, releases)
  • Ensure best practices across modules like ITSM, CMDB, ITOM, GRC
  • Work with architects on future improvements and roadmap
• Continuous improvement & commercial ownership
  • Drive ongoing service improvements (efficiency, quality)
  • Manage budgets, costs, and contract scope
  • Track risks, compliance, and governance

Qualifications

• 10+ years in IT service management
• Strong experience with ServiceNow delivery
• Experience managing large teams (20+ people, global setup)
• Knowledge of ITIL (certification preferred)
• Strong stakeholder management and communication skills

Company Description

Cypher Consulting Europe takes pride in its ability to deliver expert consultants across a wide spectrum of technologies and industry sectors.