Senior Manager, Service Operations
Serco
full-time
Posted on:
Location Type: Hybrid
Location: Herndon • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $141,213 - $220,000 per year
Job Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Oversee daily operations of Help Desk, Field Services, and Deployment Services teams.
- Lead and mentor supervisors, technical leads, and managers supporting each function.
- Ensure consistent execution of ITIL-based service management processes: Incident, Request, Access, Event, Problem, Change, Escalation/Notification, Customer Satisfaction (CSAT).
- Drive continuous improvement initiatives to enhance service quality and operational maturity.
- Manage a service portfolio processing 3,100–3,700 incidents monthly across distributed teams.
- Maintain budget accountability for assets exceeding $1M.
- Serve as product owner for evolving support tools and platforms.
- Champion Serco’s customer service standards and quality policies.
- Ensure SLAs are met to current standards.
- Collaborate with internal stakeholders to align service delivery with business goals.
- Monitor performance metrics and ensure compliance with audit and security expectations.
- Prepare and present performance reports, improvement plans, and operational insights to leadership.
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 with a minimum of 8 years of experience in IT service operations, with at least 5 years in a leadership role.
- Or 12 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
- Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service operationsservice management processesincident managementrequest managementaccess managementevent managementproblem managementchange managementbudget managementperformance analytics
Soft skills
leadershipmentoringcommunicationpresentationinterpersonal skillscollaborationcontinuous improvementcustomer serviceperformance monitoringstakeholder alignment
Certifications
ITIL certification