Pstrong Duration: /strong Until end of 2026 (potential extensions) /ppstrong About the Role /strong /pp Exalto Consulting are supporting a leading digital health and technology organisation in the search for an experienced strong Service Operations Manager /strong. /pp 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. /pp 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. /ppstrong Key Responsibilities /strong /ppstrong Service Operations Delivery /strong /pulli Manage operational escalations, service issues, and customer queries. /lili Analyse support ticket trends and service performance data to identify improvement opportunities. /lili Produce operational reporting, KPI analysis, and SLA performance reviews. /lili Coordinate managed service providers and third-party suppliers to ensure delivery against agreed service levels. /lili Partner with engineering and technical teams to drive resolution of production incidents and service disruptions. /lili Prepare and deliver clear operational communications, including incident updates and maintenance notifications. /lili Coordinate activities across support,



engineering, platform operations, product teams, and external vendors. /li /ulpstrong Incident Problem Management /strong /pulli Lead operational escalation processes and facilitate rapid issue resolution. /lili Support major incident management activities and recovery efforts. /lili Conduct post-incident reviews and drive corrective actions to reduce repeat issues. /lili Maintain regular communication with key stakeholders regarding incident progress and resolution. /lili Work within regulated and compliance-driven environments, supporting quality and corrective action processes where required. /li /ulpstrong Customer Success Service Improvement /strong /pulli Perform detailed analysis of customer support data to identify root causes and service improvement opportunities. /lili Manage customer complaints and ensure timely resolution and escalation where appropriate. /lili Support customer success initiatives for strategic accounts. /lili Drive customer satisfaction improvements and operational excellence programmes. /lili Review customer interactions, feedback, and support performance metrics. /lili Provide coaching and operational guidance to support teams. /lili Manage supplier relationships through regular operational reviews and performance monitoring.



/lili Ensure vendors meet contractual service obligations and SLAs. /lili Coordinate with external partners to resolve operational challenges and service issues. /lili Support operational readiness for new customers, projects, and service deployments. /lili Identify opportunities to improve efficiency, scalability, and service quality. /lili Stay informed on industry trends and best practices to drive operational excellence. /li /ulpstrong What You'll Bring /strong /pulli Significant experience (10+ years) in Service Operations, Customer Support, Service Delivery, or related operational leadership roles. /lili Experience working within Saa S, healthcare technology, digital health, or similarly regulated environments. /lili Strong understanding of both B2 B and B2 C support models. /lili Knowledge of regulated environments and compliance frameworks. /lili Experience managing third-party suppliers and service providers. /lili Strong analytical skills with experience using reporting and operational analytics tools. /lili Excellent stakeholder management and communication skills. /lili Proven ability to manage incidents, escalations, and operational risks. /lili Strong organisational skills with the ability to manage multiple priorities. /lili Experience working within integral, matrixed organisations and cross-functional teams. /lili A continuous improvement mindset with a focus on service excellence and customer outcomes. /li /ulpstrong Interested? /strong /pp If 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