Senior Manager, Service Reliability and Customer Operations
InterSystems
Salary undisclosed
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Description
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.
About this role
InterSystems is looking for a Senior Manager to lead its global Managed Services operations, overseeing teams responsible for platform reliability, security, compliance, and customer experience. The role demands both technical depth and people leadership—you'd own service availability, disaster recovery, security operations, and compliance automation while representing the platform during customer escalations, audits, and executive engagements. This is a hands-on leadership position where you'll drive operational improvements, lead major incidents, and balance competing priorities across reliability, customer outcomes, risk, and cost.
The ideal candidate brings 10+ years in cloud operations, managed services, SRE, or security operations, with at least three years managing technical teams in globally distributed environments. You'll need proven experience leading through major incidents, working in regulated settings, and managing teams across multiple disciplines—operations, security, and customer-facing functions. A degree in Computer Science, Engineering, or Information Systems (or equivalent experience) is expected, along with strong stakeholder management and the ability to navigate complex trade-offs between technical and business objectives.
This is an in-office role based in Dublin. InterSystems is a privately held data technology company established in 1978, serving healthcare, finance, manufacturing, and supply chain sectors across more than 80 countries.
How this employer is doing
solid
- H1B: Sponsors Visas
- Leadership Change
- Expanding
- Sponsors Visas
In the news
InterSystems expands Indonesia presence with Jakarta Office, Intelligent CIO
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Pay for this role
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