Service Operations Manager

Who we are

Billennium is a global technology company with over 20 years of experience in delivering advanced IT solutions for international clients. We build an environment rooted in trust, operational excellence, and continuous improvement — where reliability, innovation, and collaboration form the foundation of our daily work.

We are currently looking for an experienced T2 Service Operations Manager – Hybrid Cloud to strengthen our Service Operations area. In this role, you will ensure operational continuity, coordinate incident management processes, and improve service delivery across complex, containerized and distributed environments.

What you will do:

Operational Stability & Hybrid Cloud Management

• Monitor and coordinate day‑to‑day operations across hybrid data platforms (private cloud, public cloud, and future KRITIS infrastructure).

• Manage incidents and service requests with high quality — especially in critical situations.

• Act as a key link between Tier 1 (T1) Support, Tier 3 (T3) Operations, Platform Delivery, Software Engineering, and Customer Success teams.

• Ensure planned and event-driven operational activities run smoothly and with minimal disruption.

Incident & Problem Management

• Lead and coordinate Major Incidents, including steering Incident Response Teams (IRT).

• Oversee and support RCA (Root Cause Analysis), ensuring sustainable problem resolution.

• Escalate and coordinate critical situations across product lines and technical domains.

Continuous Service Improvement

• Contribute to improvements in monitoring, automation, orchestration, and operational tooling.

• Implement preventive measures and support reduction of unplanned downtime.

• Introduce and execute continual service improvement (CSI) plans.

Knowledge & Onboarding Management

• Maintain structured operational knowledge in KDB and ensure up‑to‑date procedures.

• Support onboarding and offboarding of customers to hybrid cloud services.

• Document operational processes and ensure smooth handovers within the organization.

What we are looking for:

Experience & Technical Skills:

• Proven experience in Operations Management or Service Delivery Management, ideally as a T2 Service Operations Manager in mission-critical environments.

• Hands-on experience with containerization and container management platforms.

• Strong understanding of ITSM frameworks, especially: incident, service request, change, and event management.

• Experience with analytics: KPIs, SLAs, metrics evaluation, and business analytics.

• Background in automation, orchestration, scheduling, and monitoring solutions.

• Experience working on large-scale on‑prem cloud projects and in cross‑team coordination.

• Troubleshooting and problem-solving mindset with focus on root‑cause and sustainable fixes.

• Fluent English (C1) — mandatory.

Nice to have:

• Experience with Enterprise-class ITSM tools.

• Good understanding of general infrastructure (network, SAN, virtualization, hyperscale).

• Working knowledge of Kubernetes.

Perks and benefits (our offer):

• Comprehensive benefits package: private medical care, sports card, language courses, access to learning platforms, and certification support.

• Flexibility: remote‑first model and adaptable working hours.

• Career growth opportunities toward roles such as Service Operations Lead, Incident Manager, or Cloud Operations Manager.

• International environment with exposure to global teams and enterprise‑level clients.

• Stable, mature organization with strong processes and openness to innovation.

• Community life: team events, webinars, meetups, CSR activities, and company‑wide integrations.

• Welcome pack to kick off your journey with us.

Recruitment process:

1. HR call

2. Interview with client / hiring manager

3. Final decision & feedback

Sounds interesting?

Click “Apply” and let’s talk about how you can support the reliability, stability, and operational excellence of modern hybrid cloud platforms.