pstrongDuration: /strong Until end of 2026 (potential extensions) /ppstrongAbout the Role /strong /ppExalto Consulting are supporting a leading digital health and technology organisation in the search for an experienced strongService Operations Manager /strong. /ppThis 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. /ppThe 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. /ppstrongKey Responsibilities /strong /ppstrongService Operations Delivery /strong /pulliManage operational escalations, service issues, and customer queries. /liliAnalyse support ticket trends and service performance data to identify improvement opportunities. /liliProduce operational reporting, KPI analysis, and SLA performance reviews. /liliCoordinate managed service providers and third-party suppliers to ensure delivery against agreed service levels. /liliPartner with engineering and technical teams to drive resolution of production incidents and service disruptions. /liliPrepare and deliver clear operational communications, including incident updates and maintenance notifications. /liliCoordinate activities across support,



engineering, platform operations, product teams, and external vendors. /li /ulpstrongIncident Problem Management /strong /pulliLead operational escalation processes and facilitate rapid issue resolution. /liliSupport major incident management activities and recovery efforts. /liliConduct post-incident reviews and drive corrective actions to reduce repeat issues. /liliMaintain regular communication with key stakeholders regarding incident progress and resolution. /liliWork within regulated and compliance-driven environments, supporting quality and corrective action processes where required. /li /ulpstrongCustomer Success Service Improvement /strong /pulliPerform detailed analysis of customer support data to identify root causes and service improvement opportunities. /liliManage customer complaints and ensure timely resolution and escalation where appropriate. /liliSupport customer success initiatives for strategic accounts. /liliDrive customer satisfaction improvements and operational excellence programmes. /liliReview customer interactions, feedback, and support performance metrics. /liliProvide coaching and operational guidance to support teams. /liliManage supplier relationships through regular operational reviews and performance monitoring.



/liliEnsure vendors meet contractual service obligations and SLAs. /liliCoordinate with external partners to resolve operational challenges and service issues. /liliSupport operational readiness for new customers, projects, and service deployments. /liliIdentify opportunities to improve efficiency, scalability, and service quality. /liliStay informed on industry trends and best practices to drive operational excellence. /li /ulpstrongWhat You'll Bring /strong /pulliSignificant experience (10+ years) in Service Operations, Customer Support, Service Delivery, or related operational leadership roles. /liliExperience working within SaaS, healthcare technology, digital health, or similarly regulated environments. /liliStrong understanding of both B2B and B2C support models. /liliKnowledge of regulated environments and compliance frameworks. /liliExperience managing third-party suppliers and service providers. /liliStrong analytical skills with experience using reporting and operational analytics tools. /liliExcellent stakeholder management and communication skills. /liliProven ability to manage incidents, escalations, and operational risks. /liliStrong organisational skills with the ability to manage multiple priorities. /liliExperience working within general, matrixed organisations and cross-functional teams. /liliA continuous improvement mindset with a focus on service excellence and customer outcomes. /li /ulpstrongInterested? /strong /ppIf this sounds relevant, we'd be happy to share more context and discuss whether it could be a good fit. /p #J-18808-Ljbffr

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