Managed Services Operations Manager

Managed Services Operations Manager We’re a team of experts pushing the limits of what’s possible, united by our common goal to unlock true freedom through digital ownership, making technology accessible for all. We believe in a world where users, creators and enterprises manage their value with ownership and freedom. Our curiosity drives us to innovate, empowering individuals on a global scale. We believe change is constant and our team moves forward as one, with a culture of problem-solving where every employee is empowered and supported to challenge tradition and create solutions. Our mission is simple: to make self-custody accessible and give people the keys to their own financial futures. If you want to make a true impact, we want you to join us at Ledger. At Ledger, we’re proud to be the global platform for digital assets and Web3, with over 20% of the world’s crypto assets secured through our Ledger devices. With our headquarters in Paris, and offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich and Central Singapore, we have a team of around 600 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 millions units already sold in 200 countries. The team: The Managed Services organization ensures the reliability, stability, and operational excellence of Ledger’s critical production platforms. The MS Operations team is responsible for day-to-day service health, incident response, on-call readiness, and operational discipline across Ledger customer-facing environments. MS Operations partners closely with Platform Engineering and SRE teams to operate platforms and services, escalating complex or engineering-level issues to those teams when required. As Managed Services Operations Manager, you will own operational outcomes, provide strong technical leadership, and manage the MS Operations Team(contractor-based) while working closely with Engineering and Infrastructure teams. This role reports to the Managed Services Director. What you’ll be doing: - Own and lead the MS Operations function, including people management, priorities, and operational accountability. - Provide technical leadership on operational architecture, tooling, automation, and incident response. - Own day-to-day operational stability, operational readiness, and change validation for Ledger services. - Define and own the on-call operating model; act as operational lead during major incidents. - Act as the SME for operational observability, defining requirements and validating monitoring and alerting effectiveness. - Drive continuous improvement, reducing operational debt and improving reliability and efficiency. - Own and track key operational KPIs (MTTR, incident recurrence, on-call health). - Represent Managed Services Operations in cross-team operational and governance discussions. - Identify, assess, and escalate operational risks (capacity, tooling, skills, process gaps), with clear mitigation proposals to the Managed Services Director. - What we’re looking for: - Senior experience in production tech operations, SRE, or platform operations. - Proven leadership of tech operations teams with accountability for service stability. - Strong experience with cloud-native environments (AWS, Kubernetes, observability tooling). - Hands-on incident management and tech incident leadership experience. - Strong communication, ownership mindset, and ability to work cross-functionally. Nice to have - Experience with contractor-based teams. - Exposure to high-availability, security-sensitive 24/7 production environments. - Experience working in multicultural and international team environments. At Ledger, we are dedicated to continually investing in our employees which is why we offer more than just salaries; we provide comprehensive compensation packages t ... (truncated, view full listing at source)