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.
- 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.
Skills Required
- 10+ years 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
- Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience
What the Team is Saying
InterSystems Compensation & Benefits Highlights
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Leave & Time Off Breadth — U.S. employees receive a minimum of 23 PTO days per year, plus paid holidays and sick time. This ample time‑off structure stands out within the package.
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Healthcare Strength — Coverage spans medical, dental, vision, mental‑health/EAP, HSA/FSA options, and wellness programs, with immediate start in some locations. Some offices add on‑site amenities such as clinics or gyms to support wellbeing.
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Retirement Support — A 401(k) with employer contributions delivered via a profit‑sharing program is offered alongside access to financial advisors and planning tools. The approach is positioned to be competitive with traditional match structures.
InterSystems Insights
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
Gallery
InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
