Senior Manager, Service Reliability and Customer Operations

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.