Service Operations Manager

Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline. 10+ years in IT service delivery or support roles. 5+ years managing managers and large teams. Experience overseeing large teams while supporting a Federal client. Proven experience leading multi-site IT operations and large-scale teams (400+ employees). Strong background in ITIL practices, incident management, and customer support operations. Exceptional leadership, coaching, and interpersonal communication skills. Strong analytical and problem-solving skills with a data-driven mindset. Ability to build and maintain strong client relationships and manage escalations effectively. Experience with workforce management tools, ITSM platforms, and KPI reporting. Must be a U.S. Citizen or Green Card holder. Must be able to obtain and maintain a Public Trust Clearance.

Lead, mentor, and develop direct-report managers overseeing large IT support teams. Foster a culture of accountability, continuous learning, client satisfaction, and operational excellence. Oversee IT support operations across multiple client sites, ensuring adherence to SLAs, KPIs, and customer satisfaction metrics. Drive consistency and standardization of IT support processes across sites. Act as the escalation point for high-impact client issues, ensuring timely resolution and communication. Implement best practices for workforce management, scheduling, and resource allocation. Champion process automation, tool optimization, and efficiency improvements. Review and refine incident, problem, and change management processes to meet ITIL standards. Develop leadership capabilities within the management team through coaching, training, and career development. Lead performance reviews, set goals, and create succession planning for critical roles. Develop and manage the service delivery budget, tracking costs against forecasts. Prepare executive-level reports on service performance, client satisfaction, and operational risks.