Runs the day-to-day operations of a service: monitoring, incident bridge, run teams and operational SLAs.
Entry
Senior
Coding
Low
Key skills
Career overview
The Service Operations Manager runs the day-to-day operations of a service perimeter: monitoring, the operations bridge, run teams, shift coverage and operational SLA compliance. They own the real-time service health and the first line of incident command. The role leads to head of service delivery, IT operations manager or IT director.
Main responsibilities
- Ensure the run of production platforms and procedures
- Monitor platform health, alerts and dashboards
- Lead incident resolution and post-mortem analysis
- Coordinate incident response from the operations bridge
- Coordinate operations across teams and geographies
- Produce operations reporting and KPIs
- Respect SLA response and resolution targets
- Coordinate the technical work of the team
- Mentor junior team members and review their work
- Prioritise work and manage competing demands
- Prepare and execute change requests in production
- Keep technical documentation up to date
Technical skills
Technologies
Education level
Education requirements vary depending on the company, country and experience. Professional experience, certifications and technical skills can sometimes compensate for formal education.
High School / Bac
Less common
Bac+2 (2-year degree)
Less common
Bac+3 (Bachelor)
Common entry point
Bac+5 (Master / Engineering)
Common entry point
Experience & coding level
Experience level
Coding level
Useful certifications
Certifications are never mandatory. They are one way among others to prove a skill.
- ITIL 4 Specialist (CDS)
- ITIL 4 Strategist
- ITIL 4 Specialist (ITIL 4 Specialist)
Where can this career take you?
Multiple paths are possible. Click a role to open its profile.
Direct progression
Possible branches
Where can you go next?
Realistic next career moves, with compatibility and a transition roadmap for each.
Overlap: 25% · Difficulty: Easy
Skills to learn: Delivery model design, Executive leadership, Provider strategy
View roadmapOverlap: 51% · Difficulty: Medium
Skills to learn: SLA & KPI, Budget, Strategy
View roadmapWhere can you go from here?
A typical progression built from real career relationships. Click any role to open its profile.
Soft skills
- Leadership
- Staying calm under pressure
- Decisiveness
- Organisation
- Clear communication
- Prioritisation
- Mentoring
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Service Operations ManagerHead of Service Delivery
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