Service Operations ManagerContractRate: Competitive/DOE (Dependent on Experience)Location: RemoteDuration: Until end of 2026 (potential extensions)About the RoleExalto 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 ResponsibilitiesService 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 operational challenges and service issues.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.Growth & Continuous Improvement- 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 (knowledge of GxP processes is a bonus).- 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 general, matrixed organisations and cross-functional teams.- A continuous improvement mindset with a focus on service excellence and customer outcomes.Interested?If this sounds relevant, apply with your updated CV and one of our team will be in touch if you look like a good fit.

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