Service Operations Manager
External
Td Synnex · Warsaw, PolandPrepare for this interview
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About the role
TD SYNNEX is looking for an experienced IT Service Operations Manager to lead the operational excellence of business-critical digital platforms across the enterprise. This is a hybrid leadership role combining people management with hands-on operational responsibilities . While you will lead and develop a team of Service Operations Engineers , you will also remain actively involved in Major Incident Management , operational governance , service improvements , and cross-functional collaboration to ensure the reliability , availability , and performance of critical business services. Acting as the primary leader during Major Incidents , you will coordinate Engineering , Product , Infrastructure , Architecture , Security , Vendors , and Business stakeholders to restore services quickly, minimize business impact, and drive continuous operational improvement . Working closely with global technology teams, you will help mature IT Service Management (ITSM) and Site Reliability Engineering (SRE) practices through automation , observability , and operational excellence . You will join a global IT organization responsible for delivering stable , secure , and scalable technology services that support TD SYNNEX's digital platforms and business operations. The team focuses on: Ensuring high availability and performance of critical production services. Driving operational excellence through standardization and automation . Leading Major Incident Management and continuous service improvement . Partnering with engineering teams to improve service reliability and operational readiness . Delivering high-quality IT services aligned with business priorities.
Responsibilities
- Lead IT Service Operations to ensure the availability , performance , reliability , and security of production services.
- Manage and develop a team of Service Operations Engineers while remaining actively involved in Major Incident Management and operational decision-making.
- Drive Incident , Problem , and Change Management processes aligned with ITIL v4 best practices.
- Partner with Engineering , Product , Infrastructure , and Business teams to improve service reliability and operational readiness.
- Monitor production environments using observability tools and drive proactive issue resolution.
- Identify and implement automation and continuous improvement initiatives.
- Track key operational KPIs including SLA compliance , MTTR , and service availability.
- Manage third-party vendors, maintain operational documentation, and provide regular service performance reporting.
- Knowledge, Skills and Experience
- Required
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
- 6+ years of experience in IT Operations , Service Management , SRE , or DevOps environments.
- 3+ years leading Service Operations , Incident Management , or technical operations teams.
- Experience managing Major Incidents in complex enterprise environments.
- Strong knowledge of ITIL v4 , cloud platforms (Azure, AWS, or GCP), microservices , APIs , and distributed systems .
- Experience with observability and log management tools (e.g., Dynatrace, Datadog, Prometheus, Splunk, ELK).
- Familiarity with CI/CD , Kubernetes , containerized environments , and DevOps practices.
- Excellent leadership, stakeholder management, communication, and analytical skills.
- Preferred
- ITIL v4 Foundation certification.
- Experience with ServiceNow or similar ITSM platforms.
- Experience in large enterprise or global IT environments.
- Knowledge of automation , Site Reliability Engineering , and outsourced service operations.
Benefits
Additional Information
About TD SYNNEX TD SYNNEX is a Fortune 500 global company operating in more than 100 countries with a diverse workforce of over 22,000 employees . As one of the world's leading IT distributors and solutions aggregators, we connect technology vendors, resellers, and customers to deliver innovative IT solutions that power digital transformation and enable businesses to operate securely and efficiently.
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