Sr Manager - Kiewit Service Delivery (Tier 1 Support)

Sr Manager - Kiewit Service Delivery (Tier 1 Support)

Location: Omaha, NE, US

Kiewit is seeking an innovative, transformational leader to serve as Sr. Manager of Kiewit Service Delivery (KSD) Tier 1 Support team. KSD serves as the front door for operational support of Kiewit Construction, Engineering, and Home Office departments across Technology, HR, Finance, Access Management, and other Shared Services. This leader owns the strategy, performance, and evolution of enterprise support services relied on by thousands of employees, both staff and craft, transforming a traditional, reactive support model into a modern, proactive Employee Experience Delivery organization powered by automation, AI, digital self-service, and data-driven service management. This position requires a leader who balances operational discipline with innovation, inspires teams through change, and builds strategic partnerships across business and technology organizations. Success is measured not only by operational performance, but by continuously improving how support is delivered through standardization, automation, and cross-functional collaboration.

Responsibilities:

• Service Delivery & Operational Excellence: Lead all aspects of Tier 1 Support operations phone, chat, ticket, and self-service channels ensuring exceptional customer experiences while meeting SLAs and operational targets. Drive continuous improvement in service quality, responsiveness, and efficiency; establish a culture of accountability, ownership, and customer-centric thinking. Define executive metrics that measure operational health rather than activity only. Build dashboards that provide visibility into customer experience, capacity, automation value, workforce health, and organizational risk. Translate operational data into strategic recommendations for leadership. Establish governance standards for service onboarding, documentation, reporting, and operational readiness, and build executive dashboards that translate operational data into strategic recommendations for senior leadership.
• Employee Experience & Digital Self-Service: Develop and execute the vision and roadmap to transform support from a reactive, transaction-based model into a proactive, experience-driven organization. Design modern support and expand self-service capabilities, knowledge management, and service catalogs that prioritize speed, simplicity, and user satisfaction. Use service analytics and user feedback to increase self-service adoption and shift work to the lowest appropriate tier through documentation, training, and automation.
• Automation & Artificial Intelligence: Identify opportunities to automate repetitive support activities through workflow automation, AI, virtual agents, and intelligent orchestration. Partner with technology teams and vendors to deploy AI-assisted support models and establish governance and measurement practices for automation investments.
• Team Leadership & Talent Development: Lead, coach, and develop managers, supervisors, and support professionals, establishing clear performance expectations and career development opportunities. Foster a culture of innovation, continuous learning, and employee engagement, building future-ready capabilities across the organization.
• Strategic Partnership & Stakeholder Engagement: Build strong relationships with business leaders, technology teams, HR, and support partners, serving as a trusted advisor on support strategy and emerging technologies. Influence enterprise decisions that improve support capabilities and employee productivity, and communicate transformation plans and outcomes to executive leadership.

Leadership Competencies:

• Strategic thinking and planning
• Customer and employee experience focus
• Innovation and continuous improvement
• Change leadership
• Data-driven decision making
• Operational excellence
• Talent development
• Executive communication
• Collaboration and cross-functional influence
• Business partnership

Success in This Role:

This leader will modernize Tier 1 Support into a digitally enabled employee experience organization; significantly increase automation and self-service adoption; improve customer satisfaction and employee productivity; reduce demand through proactive, knowledge-driven resolution; and build a scalable operating model that positions Kiewit Service Delivery as a leader in modern employee support.

Qualifications:

• Required: Bachelor's degree in Information Technology, Business, Engineering, Management, or related field, or equivalent experience. 5+ years of progressive leadership experience in service delivery, customer support, IT operations, or related functions, including experience leading large-scale, diverse teams. Demonstrated success driving organizational change and operational transformation using service management best practices, ITIL principles, and performance metrics. Strong leadership, communication, and stakeholder management skills, including the ability to influence enterprise decisions through collaboration rather than direct authority.
• Preferred: Experience implementing automation, AI, virtual agents, knowledge management, or self-service solutions as part of a digital transformation or employee experience initiative. ITIL Foundation certification (ITIL Managing Professional preferred) and experience with enterprise service management platforms such as ServiceNow.

Other Requirements:

• Regular, reliable attendance
• Work productively and meet deadlines timely
• Communicate and interact effectively and professionally with supervisors, employees, and others individually or in a team environment.
• Perform work safely and effectively.
• Understand and follow oral and written instructions, including warning signs, equipment use, and other policies.
• Work during normal operating hours to organize and complete work within given deadlines.
• Work overtime and weekends as required.
• May work at various different locations and conditions may vary.

We offer our fulltime staff employees a comprehensive benefits package that's among the best in our industry, including top-tier medical, dental and vision plans covering eligible employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and generous paid time off. Equal Opportunity Employer, including disability and protected veteran status.