IT Client Operations Manager
On-site · Chantilly, Virginia, United States
Job Summary
The IT Client Operations Manager is a client-facing governance role within Red River’s Managed Services, ensuring operational service delivery aligns with client expectations and contractual commitments. Act as the daily operational liaison for assigned clients and lead governance functions including weekly operational reviews, monthly performance updates, and quarterly business reviews. Coordinate with Service Desk Leadership and the Service Delivery Manager to monitor SLAs/KPIs, develop client-specific runbooks, support service transitions and onboarding, and manage incidents, problems, and escalations. Identify opportunities for operational and service improvements through collaboration with Service Desk, NOC, Engineering, and Tools teams. Prepare for invoicing reviews and contract amendments related to service fees. Requires a Bachelor’s degree or equivalent experience and 5+ years in managed services or client-facing operations, with ITIL knowledge and strong collaboration and leadership capabilities. Preferred skills include ITIL v4 Foundation certification and experience with ServiceNow. U.S. Citizenship is noted as a basic qualification.
Required Qualifications
- Bachelor’s degree or equivalent experience in IT, business operations, or a related field
- 5+ years of experience in managed services, IT service delivery, or client-facing operations roles
- Understanding of ITIL frameworks and service management principles
- Strong analytical, communication, and organizational skills
- Proven ability to lead through influence in a cross-functional, matrixed delivery model
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