Service Operations Manager

We're expanding our Continuous Services team to support growing demand in the energy and critical infrastructure sectors. As a Service Operations Manager, you'll be instrumental in ensuring operational excellence for clients where reliability isn't just important- it's existential. When power grids, HVDC interconnectors or industrial systems go down, real-world consequences follow: blackouts, service disruptions, safety incidents. We operate their IT backbone and market solutions which makes our systems and services essential to the smooth operation of energy sector players and power grid management.

You'll serve as the single point of contact (SPOC) for our energy clients, bridging technical operations with business objectives while building the operational frameworks, processes, and capabilities that enable world-class service delivery.

Your day to day will include:

• Serving as the single point of contact for energy clients, managing ongoing support engagements and maintaining strong relationships with C-1/C-2 stakeholders
• Coordinating planned and unplanned maintenance windows to minimize business disruption and act as the escalation point for critical incidents
• Leading service reviews, present operational performance, and ensure SLAs/KPIs are consistently met or exceeded
• Driving continuous improvement across support and maintenance procedures, including crisis management and escalation workflows
• Conducting root cause analyses and implement corrective actions to prevent recurring incidents
• Managing L1/L2/L3 team planning, allocation, performance, and cross-location coordination
• Mentoring support engineers on energy industry practices and lead service takeovers from project teams to continuous operations
• Creating and maintain runbooks, SOPs, playbooks, knowledge base content, training materials, and operational drills
• Collaborating with project management, delivery teams, and other Service Operations Managers on transitions, shared initiatives, and operational readiness
• Partnering with development and Energy BU leadership to enhance serviceability, operational resilience, and overall service status alignment

What makes you thrive here:

• At least 4 years of experience operating energy solutions such as trading systems, TSO/DSO platforms, interconnectors, power plant systems, or industrial control systems, with a strong understanding of energy-sector players, terminology, and processes
• Strong background working alongside software development teams, with hands-on use of service management platforms like Jira Service Management or Zendesk
• Multiple years of experience leading virtual, distributed teams while demonstrating strong ownership, structure, and process-oriented leadership
• Proven ability to build and maintain strong operational and tactical relationships with C-1/C-2 client stakeholders
• Demonstrated experience in establishing robust crisis-management practices in high-stakes, mission-critical environments
• Exceptional composure, decision-making skills, and rapid judgment under high stress—especially when systems fail or information is incomplete
• Deep understanding of incident management frameworks, operational best practices, and 24/7/365 service environments
• Strong knowledge of critical infrastructure operations, failure modes, and industrial/OT environments such as SCADA, DCS, and EMS
• Hands-on experience with monitoring, alerting, and observability platforms supporting highly available systems
• Excellent English communication skills (written and verbal) combined with a strong "get things done" attitude and the ability to deliver under pressure

Why join Supercharge?

• To unleash your full potential, we're here to help you grow every step of the way with exciting international projects, access to inspiring conferences, in-house soft skill trainings, and online courses. We'll even support your English classes, and with our skill matrix, you'll always have a clear path to learn.
• To feel your best, your wellbeing truly matters to us. That's why we offer health coverage with Medicover, Life1 gym access to keep you moving, and extra sick days for those moments you just need a little rest. We celebrate milestones with a fully paid month off after five years, offer extra paternity leave for growing families, and provide support through our Employee Assistance Program.
• To have a blast, you'll join a friendly team of 200+ people, all passionate about building amazing digital products. Whether it's our Summercharge festival, a football match, quiz night, or just grabbing a drink with teammates, there's always something to look forward to. And with our buddy system, you'll feel part of the team from day one.
• To brighten your day, our dog-friendly office in the heart of Budapest is filled with good vibes, great coffee, tasty snacks (yes, including Túró Rudi), and cozy corners to relax, connect, or have a little fun when you need a break. You'll also have a yearly personal budget and a company library to keep your curiosity growing.

About Our Budapest Office
Budapest is where it all started for Supercharge - this is our headquarters and the beating heart of our company. We have local offices in several countries, but this is where the real magic happens. A buzzing, vibrant space filled with talented individuals dreaming up and delivering amazing products for our clients. This Office of the Year award-winning space is home to our legendary after-work events, and as located in the heart of the city, putting us just steps away from some of the best restaurants, cafes, and bars around.