Head of Service Operations

🔥 5 hours ago

🇪🇬 Egypt – Remote

💵 $3.9k - $6k / month

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 19%

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PartnerOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

💳 Fintech

Enterprise • SaaS • Fintech

PartnerOne is one of the fastest growing software groups in the world, providing solutions that enhance the operational efficiency of the largest enterprises globally. The company specializes in acquiring software firms and investing in their development to create more robust, effective, and agile software solutions. PartnerOne is trusted by 80% of the world's largest companies, including the top US and European banks, defense contractors, and media conglomerates, focusing on delivering unparalleled customer support and innovative technologies.

📋 Description

• Lead Level 1 Support, Hosting Support and Infrastructure Management teams, and build and retain Level 2 knowledge • Build out the Level 1 team and coordinate with existing product support specialists • Hire, develop, coach and cross-skill team members across products and platforms • Set objectives, provide feedback and build customer-focused ownership • Participate in the COO’s leadership team and contribute to engineering, delivery and operations decisions • Deputise for the COO on operational matters and assume wider operational responsibility as the function matures • Own the Service Operations budget, including hosting and infrastructure costs • Manage key operational suppliers and contracts • Design and run a 24/7 Service Operations function with coverage, rotas and on-call arrangements • Establish sustainable out-of-hours operating models • Standardise intake, triage, severity and prioritisation across products • Implement ITIL-aligned incident, problem and change management and knowledge-centred support • Build a Managed Services approach for hosted platforms with Hosting Support, Infrastructure and Client Success • Own Level 1-to-Level 2/3 escalation processes through resolution • Define escalation criteria, track escalated issues, communicate with customers and address recurring issues • Oversee hosted customer environments and ensure availability, monitoring, backups, patching, disaster recovery and incident response • Develop consistent, repeatable hosted managed services • Lead Infrastructure and own hardware and deployment design for hosted and on-premise environments • Set infrastructure standards and reference architectures covering capacity, resilience, security and cost • Plan capacity and sizing with product and project delivery teams • Maintain Azure and Kubernetes infrastructure securely, patched, documented and cost-effectively • Make Zoho Desk the single support platform and integrate it with other operational platforms • Build and maintain a knowledge base, self-service and automation using designated AI tools • Explore AI-assisted Level 1 support, including local-language support, with customer-answer validation • Set and track severity-based SLAs and internal service levels • Report monthly to the COO on ticket trends, hosting availability and infrastructure costs • Lead major-incident response and customer communications • Ensure processes provide evidence for ISO 27001 and SOC 2 and support regulated-sector obligations

🎯 Requirements

• Experience leading support, hosting or infrastructure operations for enterprise software customers, ideally across more than one product • Experience leading several teams through team leads, at senior management level • A track record of building or reshaping a support or operations function, not only running an existing one • Experience running or building a 24/7 support operation, including on-call and potential follow-the-sun models • Experience managing escalations into engineering teams and holding them to agreed timescales • Experience running SLA-based support for business-critical customer systems • Experience owning an operational budget, including hosting and infrastructure costs • Strong grounding in incident, problem and change management (ITIL or equivalent) • Solid understanding of hosted and cloud infrastructure, Azure or similar, including monitoring and alerting, high availability, backup and disaster recovery, and management of guaranteed up-time • Familiarity with containerised deployments such as Kubernetes, and with infrastructure-as-code • Comfortable with service desk platforms, reporting and automation • Calm and clear with customers and senior colleagues, especially when things go wrong • Uses data to manage performance and to make the case for change • Builds trust across Engineering, Delivery and Client Success, and gets things done without relying on authority • Thinks beyond their own function, and is comfortable representing operations at leadership and Group level • Fluent Business English communication • Hands-on experience with Zoho Desk or a comparable service desk platform • Experience introducing AI-assisted support, knowledge-centred support or self-service • ITIL 4 certification • Additional languages, particularly French, German, Italian • Experience supporting customers in regulated sectors such as financial services and insurance, and familiarity with ISO 27001 and SOC 2 • Experience with cloud cost management or FinOps practices

🏖️ Benefits

• Independent Contractor (Contractor is responsible for applicable taxes and statutory obligations, subject to the agreement and local law) • Full-time role • Availability for occasional short travels • Payment in USD • Equipment provided by the company

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