Service Operations Manager

Role Overview

The Service Operations Manager is responsible for overseeing daily service delivery operations while maintaining ownership of financial performance for the assigned scope. This role ensures operational excellence, cost efficiency, and sustainable growth through effective service delivery, process optimization, and P&L oversight. The position partners closely with cross‑functional leaders to align operational performance with financial and business objectives, while maintaining a strong focus on customer and employee experience.

Key Responsibilities

• Lead and oversee service operations to ensure consistent, high‑quality delivery aligned with business goals
• Own and manage profit and loss (P&L) performance for assigned operations, including revenue, cost control, and margin optimization
• Develop, monitor, and forecast operating budgets; analyze financial variances and implement corrective actions as needed
• Track and evaluate operational and financial performance metrics to identify risks and improvement opportunities
• Drive process improvements to increase efficiency, scalability, and cost effectiveness
• Partner with cross‑functional stakeholders to align service delivery, staffing, and financial strategies
• Support strategic initiatives and change efforts by assessing operational and financial impacts
• Identify operational and financial risks, escalating issues and recommending mitigation strategies
• Lead, coach, and support team members to promote accountability, engagement, and performance
• Ensure service operations comply with organizational policies, quality standards, and financial controls

Qualifications

• Bachelor’s degree in business, operations, finance, or equivalent professional experience
• Demonstrated experience managing service operations with direct P&L responsibility or financial accountability
• Strong financial acumen, including budgeting, forecasting, and performance analysis
• Proven ability to lead teams and influence stakeholders across functions
• Strong analytical, problem‑solving, and decision‑making skills
• Excellent communication and stakeholder management capabilities

Key Competencies

• Service operations leadership
• Budgeting and forecasting
• Process optimization and efficiency improvement
• Data‑informed decision making
• Change management
• Cross‑functional collaboration

Work Environment

This role operates in a fast‑paced, results‑driven environment and may require flexibility to support operational and financial priorities across multiple teams or locations.