Service Operations Manager

Contract

Rate: Competitive/DOE (Dependent on Experience)
Location: Remote
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.

Vendor Management
- Manage supplier relationships through regular operational reviews and performance monitoring.
- Ensure vendors meet contractual service obligations and SLAs.
- Coordinate with external partners to resolve operation

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