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 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 Youll 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 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, apply with your updated CV and one of our team will be in touch if you look like a good fit.

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