Senior Operations Manager

Role Overview

• 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

• 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)

Tech Stack

• Cyber Security
• ServiceNow

Benefits

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