Service Operations Manager
We are seeking an experienced Service & Operations Manager to lead and optimize the performance of our managed IT services organization. This leader will oversee daily operations across our five service delivery areas Service Desk, Centralized Services, Technology Alignment, vCIO, and Professional Services to ensure consistent, efficient, and high-quality service to our clients.
You will be responsible for the operational strategy, team leadership, service metrics, and client satisfaction that drive our technology success delivery framework.
Key Responsibilities
Operational Leadership
- Manage and coordinate the daily operations of all five service delivery areas to ensure alignment with company goals and SLAs.
- Implement the TruMethods service delivery framework across all teams (Centralized Services, Service Desk, Technology Alignment, Professional Services, and Design Desk).
- Maintain KPIs such as ticket response/resolution times, RHEM, utilization rates, and customer satisfaction scores.
- Drive operational efficiency through process improvement, automation, and cross-departmental collaboration.
Team Management
- Lead and mentor service delivery leads and technical staff across multiple teams.
- Conduct weekly service delivery meetings to review key metrics, client escalations, and operational priorities.
- Support a culture of accountability, collaboration, and professional development.
Client & Project Oversight
- Collaborate with vCIOs and Project Managers to ensure projects are delivered on time, within scope, and on budget.
- Oversee escalation management and ensure high client satisfaction.
- Partner with the Centralized Services and TAM teams to reduce reactive noise and improve technology alignment.
Process & Quality Control
- Establish and maintain standardized workflows, documentation, and performance reporting.
- Ensure consistent execution of patching, monitoring, and security processes.
- Support proactive service delivery initiatives that minimize reactive work.
- Work with executive leadership to align service delivery operations with business growth goals.
- Contribute to budgeting, resource planning, and capacity management.
- Use data-driven insights to guide operational and staffing decisions.
- 5-10 years of experience in IT Managed Services (MSP) or related technology service environments.
- 3+ years of experience managing cross-functional service delivery or operations teams.
- Proven understanding of TruMethods or similar MSP frameworks (Service Desk, Centralized Services, TAM, vCIO, Professional Services).
- Strong knowledge of RMM, PSA, and documentation systems
- Demonstrated ability to manage KPIs, SLAs, and client escalations effectively.
- Excellent leadership, communication, and organizational skills.
- ITIL, PMP, or other service management certifications preferred.
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
- Professional development assistance
Work Location: Onsite/In person
