Duration: Until end of 2026 (potential extensions)

About the Role

Exalto Consulting are supporting a leading digital health and technology organisation in the search for an experienced Service Operations Manager .

This is a high-impact operational leadership role focused on ensuring the smooth delivery of customer support, service operations, vendor management, and incident resolution across a complex technology environment. You will act as a key operational partner to senior leadership, driving service excellence, operational efficiency, and continuous improvement while working closely with customer-facing teams, engineering, product, platform operations, and third-party suppliers.

The successful candidate will combine strong service operations experience with excellent stakeholder management skills and a proactive approach to problem-solving in a fast-paced, highly regulated environment.

Key Responsibilities

Service Operations & Delivery

- Manage operational escalations, service issues, and customer queries.
- Analyse support ticket trends and service performance data to identify improvement opportunities.
- Produce operational reporting, KPI analysis, and SLA performance reviews.
- Coordinate managed service providers and third-party suppliers to ensure delivery against agreed service levels.
- Partner with engineering and technical teams to drive resolution of production incidents and service disruptions.
- Prepare and deliver clear operational communications, including incident updates and maintenance notifications.
- Coordinate activities across support, engineering,



platform operations, product teams, and external vendors.

Incident & Problem Management

- Lead operational escalation processes and facilitate rapid issue resolution.
- Support major incident management activities and recovery efforts.
- Conduct post-incident reviews and drive corrective actions to reduce repeat issues.
- Maintain regular communication with key stakeholders regarding incident progress and resolution.
- Work within regulated and compliance-driven environments, supporting quality and corrective action processes where required.

Customer Success & Service Improvement

- Perform detailed analysis of customer support data to identify root causes and service improvement opportunities.
- Manage customer complaints and ensure timely resolution and escalation where appropriate.
- Support customer success initiatives for strategic accounts.
- Drive customer satisfaction improvements and operational excellence programmes.
- Review customer interactions, feedback, and support performance metrics.
- Provide coaching and operational guidance to support teams.
- Manage supplier relationships through regular operational reviews and performance monitoring.




- Ensure vendors meet contractual service obligations and SLAs.
- Coordinate with external partners to resolve operational challenges and service issues.
- Support operational readiness for new customers, projects, and service deployments.
- Identify opportunities to improve efficiency, scalability, and service quality.
- Stay informed on industry trends and best practices to drive operational excellence.

What You'll Bring

- Significant experience (10+ years) in Service Operations, Customer Support, Service Delivery, or related operational leadership roles.
- Experience working within SaaS, healthcare technology, digital health, or similarly regulated environments.
- Strong understanding of both B2B and B2C support models.
- Knowledge of regulated environments and compliance frameworks.
- Experience managing third-party suppliers and service providers.
- Strong analytical skills with experience using reporting and operational analytics tools.
- Excellent stakeholder management and communication skills.
- Proven ability to manage incidents, escalations, and operational risks.
- Strong organisational skills with the ability to manage multiple priorities.
- Experience working within integral, matrixed organisations and cross-functional teams.
- A continuous improvement mindset with a focus on service excellence and customer outcomes.

Interested?

If this sounds relevant, we'd be happy to share more context and discuss whether it could be a good fit.

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📌 Service Operations Manager (España)
🏢 Exalto Consulting
📍 España