Service Engineering Manager

Lead, coach and develop

the team: Lead a team of Service and Automation Engineers, set clear priorities and outcomes, build technical capability, and create an inclusive environment where people can grow. Support sound technical decisions through design reviews, technical proposals and targeted prototypes, while empowering engineers to own implementation and delivery. Own service health and operational performance: Ensure

the team has the processes, tools and technical readiness required to provide reliable services and meet customer and business expectations. Use service signals and engineering data to identify risk, remove friction and prioritise improvement work. Build solid partnerships: Partner across Product, Engineering, Support, Sales and business teams to connect customer and operational needs with engineering priorities, align on trade-offs and deliver end-to-end solutions. Advocate for customers: Use customer feedback, support insights and service data to identify systemic issues, influence product and engineering investment, and ensure the Voice of the Customer is represented in technical priorities and decisions. Translate operational needs into engineering work: Work with Support and Operations teams to understand customer-impacting issues and recurring pain points, clarify

requirements, and convert those insights into prioritised engineering work and product improvements. Lead incident management and prevention: Guide the response to significant service incidents, communicate customer and business impact clearly, drive effective root-cause analysis, and ensure post-incident learning results in durable corrective actions that reduce recurrence. Drive automation and self-service: Lead the development of automation, diagnostics, preventative guardrails and self-service capabilities that improve reliability, simplify operational processes, reduce manual effort and create reusable solutions. Guide responsible AI adoption: Provide direction for the development and adoption of AI-powered capabilities, including copilots, large language model integrations and agent-based workflows, with appropriate evaluation, security, safety and monitoring. Use data to guide investment and measure impact: Combine customer feedback, operational data, service trends and incident learning to identify priorities, evaluate outcomes and measure the customer and business impact of engineering improvements. Raise engineering standards: Promote high standards across quality, reliability, security, privacy and responsible engineering, while fostering a culture of accountability, collaboration, continuous learning and inclusion. Protect customers and the marketplace: Guide the use of advertiser, publisher, campaign and domain signals to identify patterns, safeguard advertiser return on investment, support user safety, and help detect fraudulent traffic and advertising practices. Manage suppliers where applicable: Set clear expectations for third-party vendors and service providers, monitor performance against service-level and contractual commitments, and address delivery or quality gaps. Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls People management and/or technical leadership experience. Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience. Experience in customer service, technical support, live-site operations or operational excellence. Experience leading teams through ambiguous, cross-functional technical work and taking ownership of complex problems. Working knowledge of software engineering and automation, including experience with one or more languages such as Python, C# or JavaScript, or equivalent scripting and development experience. Experience leading a software engineering, service engineering, site reliability or automation team in a production environment. Knowledge of digital advertising technologies and industry trends across search, display, native or video advertising. Experience partnering with Sales, Client Services, Support, Legal, Marketing, Security, Product and Engineering teams. Understanding of the software development lifecycle, agile delivery practices, technical design reviews, source control, testing, deployment and ongoing service ownership. Demonstrated experience in an engineering management role, including leading, coaching, and scaling engineering teams responsible for delivering high‑quality, reliable software. Proven ability to lead multi‑team initiatives, operate effectively in ambiguous problem spaces, and influence outcomes across organizational boundaries. Demonstrated track record of developing engineers and leaders, and of fostering inclusive, high‑performing engineering cultures focused on quality, ownership, and continuous improvement. Experience applying automation, AI or Copilot capabilities to operational workflows, with attention to evaluation, adoption, measurement, security and responsible use. Solid written and verbal communication skills, including the ability to explain technical issues, customer impact, risk and trade-offs to technical and non-technical stakeholders.