Service Operation Manager

Company Description

Brainergy Company Limited (part of the Benchachinda Group) is a digital transformation specialist in Thailand. Backed by decades of group experience in infrastructure and technology, Brainergy delivers certified solutions such as software and application development, e-Tax, e-KYC, digital signatures, and digital onboarding. Anchored in trust, passionate innovation, and continuous learning, the company supports leading enterprises and the public sector in achieving secure, efficient, and compliant digital change.

About the Role

The Service Operation Manager is the head of the Service Operation Division, responsible for ensuring the stability, reliability, and operational excellence of enterprise software services. This role oversees Tier 2 Customer Operation Support and Managed Application Service (MAS), ensuring SLA performance, incident resolution, service continuity, and customer satisfaction.

A key requirement of this role is the ability to understand business requirements, customer use cases, and the company's software products, ensuring that operational decisions, troubleshooting, and service improvements align with real business value.

Role Description

• Operations Leadership: Lead the Service Operations Division, overseeing Tier 2 Support and Managed Application Service teams to ensure stable, efficient, and reliable day-to-day operations.
• Operational Performance Management: Manage incident resolution, escalations, root-cause analysis, and continuous operational readiness to maintain system stability and service availability.
• Service Quality & SLA Management: Monitor SLA commitments across enterprise customers, build operational KPIs and dashboards, and drive service improvement initiatives to enhance service quality and reduce recurring issues.
• Business & Product Understanding: Develop a deep understanding of customer business processes, operating models, and the company's software products, architecture, and workflows to improve troubleshooting, prioritization, and operational decision-making.
• Business-to-Operations Translation: Translate business and customer needs into actionable operational improvements, enhancements, and preventive measures.
• Managed Application Service Oversight: Plan and manage application maintenance, updates, patches, enhancements, bug fixes, hotfixes, version upgrades, and change management activities in line with internal standards.
• Cross-Functional Collaboration: Work closely with Product Development, Professional Services, DevSecOps, QA, Support, and Sales teams to resolve issues, support project handovers, and strengthen overall system stability.
• Customer Experience & Communication: Act as the escalation point for high-severity incidents, providing clear communication, impact assessments, and recovery updates to build trust with enterprise customers.
• Process Governance & Compliance: Establish and manage ITIL-aligned processes, ensure compliance with ISO 27001, ISO 29110, PDPA, and security standards, and lead audits and continuous improvement initiatives.
• Team Management & Development: Coach and mentor Tier 2 and MAS engineers, manage resources and workloads, and foster a culture of accountability, customer focus, and operational excellence.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 5+ years of experience in IT operations, application support, service delivery, or software operations leadership.
• Strong understanding of
  enterprise software systems

,
business requirements

, and
customer workflows

.
- Ability to analyze both technical and business impacts when resolving issues.
- Knowledge of ITIL processes, troubleshooting methodologies, and service management tools.
- Solid communication and stakeholder management skills.
- Familiarity with DevSecOps practices, monitoring tools, and secure coding/operation principles is a plus.
- Background in SaaS or large-scale software service operations is a plus.