Service Operations Manager, H5P Group
D2L
D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.
Job Summary:
H5P Group is a fast-growing software provider. We help improve the lives of people all around the world by empowering educators to create better e-learning content faster. Our award-winning software is called H5P. H5P has grown to become one of the most widely used ed-tech solutions in the world.
The Service Operations Manager at H5P works in and across teams of other developers, testers, designers, product managers, and many more roles to release reliable, high-quality software solutions that enable accessible and engaging learning and teaching experiences. Specifically, they are responsible for overseeing software releases, ensuring quality assurance, managing customer support, and monitoring system performance.
Please note this is a hybrid position based out of our office in either Tromsø or Oslo.
How You Will Make an Impact:
- Manage software upgrades and releases
- Handle unforeseen release issues
- Conduct practice releases and rollbacks
- Maintain release logs
- Ensure release quality assurance (regression and post-release testing)
- Report on progress of assigned processes
- Improve internal processes
- Recruit and lead support engineers
- Ensure timely customer support and maintain documentation
- Monitor support performance and customer satisfaction
- Hire and manage operations engineers
- Develop monitoring tools and dashboards
- Monitor AWS costs and set performance targets
What You'll Bring to the Role:
Technical Skills and Experience:
- Proven experience in software release and support management
- Hands-on knowledge of AWS and monitoring tools
- Release management and rollback procedures
- Quality assurance and testing coordination
- Customer support and documentation
- Monitoring and performance tracking
- AWS cost management
Professional Qualities:
- Strong leadership and communication skills
- Ability to manage cross-functional teams
- Curiosity and problem-solving mindset
- Commitment to continuous learning and development
- Confidence to challenge decisions respectfully
- Sound decision-making skills
- Collaborative approach
- Detail-minded
- Problem solving skills
What it's like working at H5P Group and some benefits and perks that you might find attractive:
- Competitive compensation for the duration of the contract
- The opportunity to join our fast-growing team and have a great influence on the future of H5P .
- Be part of changing the future of interactive content.
- Flexible work hours and remote work options (Flextime with core time from 9:00 - 15:00).
- Highly efficient work environment, goal-oriented, and high-spirited
- The ability to work with great colleagues in a pleasant and modern office, centrally situated in Oslo or Tromsø.
- Social Events. We're a social and inclusive team that enjoys spending time together beyond work — whether through company events or informal get-togethers. You'll feel part of the group from day one.
- You will have great opportunities for career development through internal workshops, training and various work tasks.
- The ability to influence the development of our products, and a place where you will quickly see the impact of your work.
- Lunch contribution and free snacks
- Fitness room at work in the Oslo office that employees are free to use.
- Exceptionally engaged, dedicated, and highly skilled colleagues.
Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!
Why we're awesome:
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:
- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
- 2 Paid Days off for Catch the Wave related activities like exams or final assignments
- Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.