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Service Operations Manager
Service Operations ManagerKentro • Toledo, OH, US
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Service Operations Manager

Service Operations Manager

Kentro • Toledo, OH, US
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  • [job_card.full_time]
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Service Operations Manager

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is seeking an experienced Service Operations Manager to support our VA-ESOM-End Point Support and Operations Monitoring contract across the United States. The Service Operations Manager provides strategic and operational leadership across multiple client sites, ensuring the delivery of high-quality, consistent, and efficient IT support services. This role manages a team consisting of a Senior Project Manager, Surge Support Lead, and multiple IT Support Managers while indirectly overseeing a workforce of 800+ non-exempt employees, ensuring client satisfaction, adherence to service level agreements (SLAs), operational efficiency, and continuous improvement of IT service delivery.

Location : Telework approved, able to travel as needed to regional locations.

Salary Range : $160-175K. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Key Responsibilities :

Leadership & Oversight :

  • Lead, mentor, and develop direct-report managers overseeing large IT support teams.
  • Foster a culture of accountability, continuous learning, continuous improvement, client satisfaction, and operational excellence.
  • Ensure all teams operate in alignment with organizational goals, policies, and client requirements.

Service Delivery Management :

  • 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.
  • Monitor daily, weekly, and monthly performance reports to ensure service quality and issue resolution.
  • Identify, develop, and track metrics that quantify the impact of the work delivered.

    • Client Engagement :

  • Act as the escalation point for high-impact client issues, ensuring timely resolution and communication.
  • Partner with client stakeholders to understand evolving business needs and recommend improvements or service adjustments.

    • Operational Excellence :

  • Implement best practices for workforce management, scheduling, and resource allocation to ensure optimal staffing levels.
  • Champion process automation, tool optimization, and other efficiency improvements.
  • Review and refine incident, problem, and change management processes to meet ITIL standards.

    • People Management & Development :

  • 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.
  • Partner with HR on employee relations, performance management, and workforce development initiatives.
  • Monitor and address team morale to ensure the team is continuously engaged in the mission and feels supported.

    • Budgeting & Reporting :

  • Develop and manage the service delivery budget, tracking costs against forecasts.
  • Prepare executive-level reports on service performance, client satisfaction, and operational risks.
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