Service Operations Manager

Location: New York,New York,United States

 

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 

• Team Leadership:  
  Lead, manage and hold accountable the service team, fostering accountability, innovation, and collaboration. 

• Process Development:  
  Build and optimize service operations processes to enhance service delivery. 

• Daily Coordination:  
  Facilitate weekly service team and daily stand-up meetings, ensuring clear communication and actionable follow-ups. 

• Project Management:  
  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. 

• Change Management:  
  Handle change orders and direct service change requests, ensuring seamless execution. 

• Documentation Management: 
  Ownership of documentation structure, SOP quality and adherence. 

• Policy Compliance:  
  Ensure adherence to service desk processes in line with company policies. 

• Service Level Management:  
  Monitor and achieve service level objectives across