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 that include a wide range of benefits. Here are some of the benefits you can look forward to: - Flexible work options - Our hybrid policy allows employees to work from home up to 3 times per week - Health & Wellness support - Health and Life Insurance. - Financial growth opportunities - Employees can become shareholders in Ledger as well as other financial benefits depending on your country of work. - Commuter allowance - Ledger offers a commuter allowance to contribute to your preferred means of transportation. - Learning & Development - A comprehensive suite of training solutions providing a personalised learning experience for every employee. For regionally specific benefits, your Talent Acquisition contact will be able to provide you with more information. We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.