Operations Manager

Overview

Role Overview:

We are seeking an experienced and technically strong Operations Manager to lead the Subscription L3 team, responsible for managing enterprise-level Client Delivery, platform reliability, technical delivery, and continuous improvement across multiple client accounts.

The role requires a strong blend of technical expertise, operational leadership, stakeholder management, and people development. The individual will own end-to-end service delivery, drive operational excellence, establish scalable delivery practices, and ensure high availability and stability of the Subscription platform.

The candidate will work closely with Product, Engineering, QA, BSA, Client Experience, and Global Operations teams to ensure seamless service delivery and continuous platform improvement.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

• Technical Operations & Service Delivery
  • Own end-to-end L3 service delivery across multiple Subscription client accounts.
  • Ensure platform stability, availability, reliability, and adherence to defined SLAs and operational KPIs.
  • Oversee incident, problem, change, release, and escalation management.
  • Drive effective resolution of critical production incidents, ensuring timely communication and stakeholder alignment.
  • Establish strong operational governance, including daily reviews, service reviews, and periodic business reviews.
  • Ensure adherence to ITIL-aligned service management processes and organizational standards.

• Technical Leadership & Platform Ownership
  • Provide technical oversight across Subscription platform operations, integrations, workflows, databases, and infrastructure.
  • Guide teams in troubleshooting complex production issues, identifying root causes, and implementing permanent corrective actions.
  • Partner with Engineering and Product teams to drive platform enhancements, defect resolution, and technical debt reduction.
  • Drive platform upgrades, patching, migrations, infrastructure modernization, and technology transitions.
  • Establish technical documentation, knowledge management, runbooks, and operational best practices.
  • Promote engineering-led operations and reduce dependency on manual Client delivery activities.

• Client & Stakeholder Management
  • Act as a key escalation point for client-facing technical and operational matters.
  • Build effective working relationships with internal stakeholders, client teams, and global delivery partners.
  • Ensure transparent communication on service performance, risks, dependencies, and critical incidents.
  • Drive service improvement initiatives based on client feedback and operational performance.
  • Participate in client governance meetings and provide leadership-level updates on delivery performance.

• People, Resource & Capacity Management
  • Lead, mentor, and develop a high-performing team of L3 engineers, technical leads, and client delivery specialists.
  • Own resource planning, capacity management, utilization, and workforce optimization.
  • Identify skill gaps and drive structured technical training, cross-skilling, and succession planning.
  • Establish clear accountability, ownership, and performance expectations across the team.
  • Build a culture of collaboration, technical excellence, and continuous learning.
  • Drive effective onboarding and knowledge transitions for new client accounts.

• Automation, AI & Continuous Improvement
  • Identify opportunities to automate repetitive operational activities and eliminate manual interventions.
  • Champion AI-driven operations, intelligent monitoring, proactive incident detection, and automated remediation.
  • Drive adoption of approved AI tools and engineering productivity solutions.
  • Establish measurable automation goals and track productivity improvements and resource efficiencies.
  • Encourage innovation through reusable frameworks, standardized solutions, and scalable automation practices.

• Global Operations & Transition Management
• • Lead transition of Subscription client accounts into the Global Operations model.
  • Ensure structured knowledge transfer, operational readiness, documentation, and stakeholder sign-offs.
  • Define transition milestones, resource requirements, governance, and stabilization plans.
  • Ensure seamless handover from implementation and engineering teams into steady-state operations.
  • Drive standardization across accounts while accommodating client-specific requirements.

• Governance, Risk & Compliance
  • Ensure adherence to security policies, compliance requirements, access controls, and audit standards.
  • Proactively identify operational risks, recurring issues, and service delivery dependencies.
  • Establish effective risk mitigation and escalation mechanisms.
  • Maintain operational dashboards, performance reports, and management-level updates.
  • Drive accountability for audit findings and process improvement actions.

Qualifications

Technical Skills:

• 10–13 years of experience in enterprise application client delivery, technical operations, or software delivery. Strong understanding of enterprise application architecture and Client Delivery.
• Experience managing complex L3 client delivery, application integrations, databases.
• Working knowledge of SQL, APIs, scripting, workflow orchestration, and troubleshooting methodologies.
• Experience with incident management, monitoring, release management, and ITSM platforms such as ServiceNow, VSTS, JIRA.
• Exposure to cloud infrastructure, DevOps practices, CI/CD, and automation frameworks is preferred.

Leadership & Management Skills:

• Proven experience leading distributed technical teams and managing multiple enterprise client accounts.
• Strong stakeholder management, communication, and escalation-handling capabilities.
• Demonstrated ability to manage resources, budgets, capacity, and delivery commitments.
• Experience driving delivery transformation and process standardization.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to engage with senior leadership and communicate technical matters in business terms.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related discipline. ITIL certification is preferred.
• Relevant cloud, DevOps, automation, or project management certifications are an added advantage.

Ideal Candidate Profile:

The ideal candidate is a technically strong leader who can balance day-to-day delivery execution with long-term transformation initiatives.

They should be capable of moving beyond traditional ticket-based Delivery management and building a proactive, engineering-driven delivery organization.

The individual should demonstrate:

• Strong ownership and accountability for service delivery.
• Ability to lead through technical complexity and delivery challenges.
• A continuous improvement mindset with a focus on automation and AI adoption.
• Ability to scale delivery across multiple clients without compromising service quality.
• Strong collaboration across Delivery, Engineering, QA, BSA, DEV and Global Operational teams.

Key Performance Indicators (KPIs) - The role will be measured against the following performance dimensions:

1. Service Delivery: SLA compliance, incident resolution, service availability
2. Platform Reliability: Production stability, recurring incidents, defect reduction
3. Incident Management: MTTR, P1/P2 resolution effectiveness, RCA quality and timeliness
4. Client Satisfaction: Stakeholder feedback, escalation management, service reviews
5. Operational Efficiency: Automation adoption, productivity, manual effort reduction
6. Resource Management: Utilization, capacity planning, skill coverage
7. Technical Excellence: Upgrade execution, patching, technical debt reduction
8. Transition Management: Transition timelines, operational readiness, stabilization
9. People Development: Training, cross-skilling, retention and succession planning

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Our pillars aren't just words. They're how we show up every day.

• People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
• Collaboration: We work together, support one another, and collectively achieve goals.
• Growth: There are endless opportunities for growth through learning, development and career advancement.
• Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
• Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

• Act with integrity
• Work together to win together
• Innovate with purpose
• Respect all voices
• Empower with accountability

These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.

Epsilon is an Equal Opportunity Employer. 
Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.