Senior Manager Service Operations

The Senior Manager, Service Operations oversees Serco North America’s frontline end-user support services, including the Help Desk, Field Services, and Deployment Services teams. This role is accountable for operational performance, customer service quality, and compliance with corporate standards within a team of approximately 25 people.

Requirements

• Ability to obtain and maintain a DoD Secret security clearance
• Must be a U.S Citizen
• Bachelor’s degree in information technology, Business Administration, or related field
• Minimum of 8 years of experience in IT service operations, with at least 5 years in a leadership role
• Demonstrated experience managing service operations teams such as Help Desk, Field Services, and/or PC Imaging/Deployment teams
• Experience managing contact center solutions, including workforce management, call routing, and performance analytics
• Strong understanding of ITIL frameworks; ITIL certification preferred
• Proven budget management and financial stewardship
• Excellent communication, presentation, and interpersonal skills
• Familiarity with ServiceNow or similar ITSM platforms
• Ability to travel up to 10%

Benefits

• Medical, dental, and vision insurance
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan that includes counseling conditions