Service Operations Manager

OLSOM is a smart manufacturing software company that helps manufacturers digitize, automate, and optimize their production operations. We develop AGW — a composable Smart Manufacturing Platform that adapts to diverse operational requirements, enabling manufacturers to deploy tailored solutions quickly and scale them as their needs evolve.

Since 2011, leading manufacturers—including OP Mobility, Motherson, and Hanon Systems — have trusted OLSOM to support their mission-critical operations. By combining deep industry expertise with industry-recognized, 24/7 support, we help manufacturers achieve greater efficiency, agility, and operational excellence.

As a Service Operations Manager, you will take ownership of the operational performance and reliability of OLSOM's customer-facing software and services.

• Lead OLSOM Service Desk operations in collaboration with support engineers
• Lead Incident, Problem, and Change Management processes across OLSOM services
• Coordinate major incidents across Support, Project Delivery, Engineering, and customer teams to ensure timely resolution and clear communication
• Drive Root Cause Analysis and ensure corrective and preventive actions are implemented and tracked to completion
• Monitor service performance against agreed SLAs, SLOs, KPIs, and contractual commitments
• Provide regular service reporting and facilitate service reviews / QBRs with customers where required
• Act as the primary operational escalation point for customer-impacting issues
• Build strong relationships with customers and internal stakeholders through regular service reviews, operational touchpoints, and proactive communication
• Ensure operational readiness for new releases, integrations, and customer deployments, including monitoring, documentation, support processes, and escalation paths
• Work closely with Project Delivery, Engineering and Product to identify recurring issues, operational risks, and opportunities for service improvement
• Manage Resolution and Root Cause knowledge base
• Drive Continuous Service Improvement initiatives based on incidents, service performance, customer feedback, and business priorities
• Maintain clear service ownership, escalation paths, operational documentation, and communication standards

• 5+ years of experience in Service Management, Technical Operations, or a similar customer-facing technology role
• Experience managing services or applications in complex production environments
• Strong understanding of ITIL principles and IT Service Management best practices, with practical experience applying them in Incident, Problem, Change, and Service Management processes
• Practical experience with Incident, Problem, and Change Management
• Strong understanding of SLA, SLO, KPI, service performance, and customer satisfaction management
• Experience coordinating cross-functional teams and managing customer-impacting incidents
• Strong analytical and problem-solving skills, with the ability to use data to identify trends, risks, and improvement opportunities
• Strong written and verbal communication skills, including the ability to communicate technical issues and business impact to different audiences
• Proactive, hands-on approach with a strong sense of ownership and accountability
• Excellent prioritization, time management, and stakeholder management skills
• Continuous improvement mindset with a focus on service reliability and customer outcomes
• Experience with ITSM platforms such as Jira Service Management, ZenDesk, ServiceNow, or similar
• Proficient level of English

• Experience in manufacturing IT, MES, Industry 4.0, industrial software, or other mission-critical environments
• Understanding of manufacturing operations and IT/OT environments
• Experience supporting production-critical applications and customer environments
• ITIL certification (Foundation or higher)
• Experience implementing or improving ITIL-based Service Management processes within a technology or engineering organisation
• Experience with ERP, MES, SCADA/HMI, PLC or industrial system integrations
• Experience with on-premise, hybrid, and cloud deployments
• Familiarity with monitoring and observability tools such as Grafana, Prometheus, Zabbix, or similar
• Experience with operational readiness, go-live processes, service reviews, and QBRs.
• Experience establishing or improving ITIL / Service Operations processes
• Experience working with geographically distributed teams and international customers