Service Operations Manager (Security Data & Analytics)

Quick Facts

• Role: Service Operations Manager for a security reporting and analytics platform (SIRA)
• Collaboration: B2B
• Work model: Hybrid (2–3 days/week in the client office in Kraków)

Description

Manage end-to-end operational stability of the SIRA service, including BAU, incidents and requests, SLA/KPI monitoring, escalations, and release management. Maintain application and integration operations (onboarding, data validation/quality, access management) and coordinate with vendors and key stakeholders. Oversee data pipelines and governance for reporting flows and security source integrations, and drive automation plus proactive monitoring improvements.

Responsibilities

• Run technical service operations (BAU): handle incidents and requests, monitor SLA/KPI, manage releases and escalations, and continuously improve service quality
• Operate applications: integration processes, onboarding, data validation and quality, and access management; daily contact with vendors and stakeholders
• Own data pipeline governance: reporting governance, data flows, and integrations with security data sources focused on reliability and data consistency
• Coordinate technical teams and external suppliers: clear responsibility split, prioritization, and timely ticket resolution
• Identify and implement automation and proactive monitoring for the platform

Requirements

• 4–5+ years of experience in a technical Service Operations Management, Application Operations, or related role
• Strong technical background to partner with engineering teams and analyze data/integration problems
• Practical knowledge of Microsoft Power Platform (Power BI, Power Apps, Power Automate)
• Experience with Microsoft Azure, Azure SQL, and Azure DevOps
• Experience with SaaS environments, data warehouses (e.g., Snowflake), and API-based integrations
• Experience managing incidents and change and working with stakeholders using ServiceNow
• Excellent English (spoken and written)

Benefits

• Hybrid work (2–3 days/week in Kraków)
• B2B collaboration model