Senior Operations Manager

CGS Federal (Contact Government Services)

Senior Operations Manager overseeing day-to-day operations of IT services and data systems. Leading a large team in process improvements, client communication, and operational delivery.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $170,000 - $210,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber SecurityServiceNow

About the role

Key responsibilities & impact

Lead operational oversight of information technology and data systems workflows from intake through final delivery
Manage and coordinate a team of approximately 30 professionals across multiple operational functions
Oversee client communications, status reporting, escalations, and delivery coordination
Ensure intake processes, workflow tracking, and operational handoffs function efficiently and consistently
Develop and maintain operational dashboards, metrics, KPIs, and reporting for C-suite visibility
Identify workflow bottlenecks and implement process improvements to increase operational efficiency and service quality
Coordinate cross-functional teams to ensure deadlines, deliverables, and client expectations are met
Establish and maintain operational standards, documentation, and best practices
Support staffing coordination, workload balancing, prioritization, and resource planning
Drive accountability, organization, and operational consistency across the broader team
Facilitate internal meetings, operational reviews, and stakeholder updates
Partner with technical SMEs and leadership teams to support ongoing operational improvements

Requirements

What you’ll need

Bachelor’s degree in related fields such as information technology, business, operations management, project management, or similar disciplines
8–10 years of experience in operations management, program management, service delivery management, technical operations, or similar leadership roles
Experience leading cross-functional operational or technical teams
Strong organizational leadership and process management skills
Experience managing workflows, intake processes, escalations, and delivery coordination
Strong client-facing communication and stakeholder management abilities
Experience developing dashboards, operational metrics, KPIs, or reporting processes
Demonstrated ability to manage competing priorities in a fast-paced environment
Strong problem-solving and operational decision-making skills
Experience improving operational processes and driving organizational efficiency
Ability to lead teams without needing to be the deepest technical subject matter expert
Advanced degree such as MBA, Master’s degree, or related graduate-level education (preferred)
Experience in managed services, SaaS operations, enterprise technology operations, cybersecurity operations, consulting, or IT service delivery environments (preferred)
Experience working within large operational support organizations or enterprise delivery teams (preferred)
Familiarity with Agile, Kanban, or operational workflow management methodologies (preferred)
Experience with project management and collaboration platforms such as Jira, ServiceNow, Monday.com, Asana, or similar tools (preferred)
Experience managing operational reporting and executive-level communications (preferred)

Benefits

Comp & perks

Health, Dental, and Vision
Life Insurance
401k
Flexible Spending Account (Health, Dependent Care, and Commuter)
Paid Time Off and Observance of State/Federal Holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operations managementprogram managementservice delivery managementtechnical operationsworkflow managementprocess improvementdashboard developmentKPI reportingstakeholder managementproblem-solving

Soft Skills

organizational leadershipcommunicationteam coordinationaccountabilityprioritizationresource planningclient-facing skillsdecision-makingfacilitationadaptability

Certifications

Bachelor’s degreeMBAMaster’s degree