Senior Service Operations Manager, Customer Support

The Senior Service Operations Manager leads and optimizes end-to-end service operations to ensure high service quality, operational efficiency, and a strong customer experience. This role owns the operating backbone for Customer Support, spanning Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management.

This role sets standards, drives execution discipline, and ensures consistent outcomes across the service lifecycle. The role operates in a globally matrixed organization and reports to Customer Support leadership for North America.

Core Accountabilities:

• Run a single operating system for service execution across the covered functions.
• Ensure SLA performance, escalation control, and customer communication discipline.
• Drive standard work, reporting, and continuous improvement using data.
• Protect margin and cash through contract governance, change contro...