Senior Manager, Service Reliability and Customer Operations
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About this role
Senior Manager, Service Reliability & Customer Operations
InterSystems is seeking a Senior Manager, Service Reliability & Customer Operations to lead the global teams responsible for operating, securing, and continuously improving our Managed Services platform.
This role combines technical leadership, operational management, customer engagement, and people leadership, with accountability for service reliability, security and compliance, operational excellence, and customer experience.
What You’ll Do
- Lead globally distributed teams across Operations & Reliability, Security & Compliance, and Customer Experience.
- Drive improvements in service availability, observability, capacity management, backup and recovery, disaster recovery, and operational tooling.
- Ensure operational readiness for new platform capabilities and services.
- Oversee identity, access controls, vulnerability management, compliance automation, audit readiness, and security operations.
- Improve customer-facing operations, including reporting, notifications, lifecycle workflows, provisioning visibility, and dashboards.
- Lead major incidents and customer-impacting events, including Severity 1 incidents and emergency production actions.
- Represent Managed Services during customer escalations, audits, assurance activities, and executive engagements.
- Balance reliability, customer outcomes, operational risk, and cost efficiency.
- Lead, coach, hire, and develop a high-performing global organization.
What We’re Looking For
- 10+ years of experience in cloud operations, managed services, service delivery, SRE, security operations, or related disciplines.
- 3+ years of people leadership experience managing technical teams.
- Experience leading globally distributed operational organizations.
- Strong understanding of cloud infrastructure, managed services operations, reliability, observability, security, and compliance.
- Proven experience leading major incidents and managing customer-facing escalations.
- Experience working in regulated or compliance-driven environments.
- Strong leadership, communication, and stakeholder management skills.
- Ability to balance customer needs, technical priorities, operational risk, and business objectives.
- Experience managing teams across multiple technical disciplines is strongly preferred.
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
AI Disclaimer
InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.
Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.
Please note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems. Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.
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