Operations Manager

We are looking for a leader to own the day-to-day delivery of IT services — incident management, change control, service-desk performance, and vendor relationships — and translate business needs into stable services, repeatable processes, and measurable SLAs/SLOs. This is a senior-management role accountable for operational stability, service quality, and continual improvement across the teams and systems that keep services running.

The defining shift for this seat in 2026 is running an AIOps-augmented operation. The manual baseline is unsustainable: research cited across the industry finds 77% of on-call teams receive at least ten alerts a day while fewer than 30% are actionable, and some teams field over 2,000 alerts a week with only ~3% needing immediate action. Applied well, AIOps cuts alert noise 85–95% and improves MTTR 40–60% by correlating signals into a single prioritized incident with a probable root cause attached.

The value this person brings is stable, cost-efficient service delivery with improving quality metrics — increasingly powered by governed automation, where self-healing workflows balance automation speed with operational safety and auditability.

We are seeking a calm, organized service-operations leader who keeps services running and continually improving. They are service-minded, data-driven, and comfortable coordinating multiple teams and vendors under SLA pressure without losing sight of cost.

This is a senior-management profile that partners across support / ops teams, engineering, vendors, and clients. It suits someone open to a hybrid engagement with on-site presence for operations, and to mobilization to the Middle East, Europe, or North America depending on the client. The person we want balances cost, quality, and speed, and treats automation as a way to free the team for judgment-heavy work rather than a headcount play.

A strong candidate for this role has owned service availability and SLAs and turned around a struggling operation — someone who has run incident, problem, and change management end to end, driven down recurring incidents, and held vendors to performance. They bring an openness to applying AIOps to cut toil, and the discipline to keep automated actions bounded and auditable.

In practice, the responsibilities break down as follows:

• Service operations: Own service availability, reliability, and SLA/SLO attainment; run incident, problem, and change management; coordinate support, engineering, and vendor teams.
• Continual improvement: Drive service-improvement plans; reduce recurring incidents and operational toil; own the metrics narrative on availability and resolution times.
• Governance & cost: Report service performance to stakeholders; manage operational risk, vendor performance, and cost.
• AI-augmented operations: Deploy and govern AIOps and agentic automation for alert correlation, triage, and bounded auto-remediation — keeping human-in-the-loop for high-impact actions.

We want to see a service-operations leader fluent in ITSM who runs a disciplined, metric-driven operation and is thinking seriously about where AI reduces toil and speeds detection — applied with governance, not blind trust. The strongest candidates treat self-healing automation as a governed workflow with safety and auditability built in, not an unsupervised script.

Core operations

• ITSM / service management (incident, problem, change), SLA/SLO governance.
• Operational monitoring, observability, and reporting; vendor management.
• Continual service improvement and process discipline.

Operations performance (KPIs from research)

• Steers availability/uptime, MTTR, SLA attainment, recurring-incident rate, alert actionability, and operational cost — against a manual baseline where most alerts are noise.
• Understands the AIOps opportunity: 85–95% noise reduction and 40–60% MTTR improvement when correlation and remediation are done well.

Modern Agentic AI / AIOps (niche areas we are seeking — depth explored at interview)

• AIOps for anomaly detection, event correlation/deduplication, and noise reduction across metrics, logs, and traces.

This role is delivered through Solutions Chapter Group's Human Resources chapter (Chapter 12) as a Recruitment Process Outsourcing (RPO) engagement, under our Technical Recruitment stream. Rather than a "post-and-pray" marketplace approach, we use a Curated Professional Recruitment model: candidate profiles are pre-vetted in our internal database, and when a required profile isn't already available, our dedicated Scout network conducts global headhunting to secure it. We screen and match candidates against each client's specific requirements, and placements may be remote or an on-site deployment with mobilization to the Middle East, Europe, or the United States.

From a recruitment-fit perspective, we screen for:

• Calm, organized operational leadership.
• Service mindset and strong stakeholder communication.
• Data-driven continual improvement.
• A balance of cost, quality, and speed.
• Openness to the engagement model (remote or mobilized on-site) and readiness for cross-region deployment.

Areas to explore at interview *(topics only)*

• Turning around a struggling service
• Eliminating a recurring incident

Service operations management, SLA & incident/problem/change governance, continual improvement, operational reporting