Manager Service Operations

Required Qualifications

• 7+ years of experience in IT Operations, Service Operations, or Managed Services.
• 3+ years of direct people leadership experience.
• Proven experience overseeing Major Incident and Bridge coordination functions.
• Strong knowledge of ITIL frameworks (ITIL certification preferred).
• Experience leading global or multi-regional teams.
• Demonstrated ability to drive process improvement and operational discipline.
• Strong executive communication skills and command presence.

Preferred Qualifications

• Experience in Managed and Shared Services environments.
• Experience in 24x7 global service operations.
• Lean, Six Sigma, or other continuous improvement certifications.
• Familiarity with AI-enabled service management or monitoring platforms.

Leadership Competencies

• People development and coaching
• Crisis leadership and executive presence
• Operational governance and accountability
• Structured, process-driven mindset
• Creative, data-informed problem solving
• Cross-functional influence

Success Profile

This leader builds high-performing operational teams that thrive in live, high-pressure environments. They balance structure with agility, enforce quality without slowing execution, and develop their team to confidently command enterprise bridge calls and complex incidents. They continuously improve operational performance while maintaining calm, decisive leadership in moments of crisis.

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Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $118,400.00 to $177,600.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email taposting@wwt.com.

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