Client Services & Production Control Manager

Washington Health Benef•Olympia, WA

1d•Hybrid

About The Position

The Client Services and Production Control Manager oversee end-to-end IT service coordination, client system engineering, and customer-facing support operations at the Exchange. This role leads the ITIL Service Transition functions, Change and Release Management, and disaster recovery coordination, while also managing the deployment, maintenance, and support of desktop, mobile, and telecommunications systems. Acting as the central point for system outages and technical communication, the manager facilitates collaboration across internal teams and with federal, state, and external IT partners. This position drives process improvement using Lean methodologies, supports requirement gathering, and manages procedure mapping. It also directs the Client Support team, ensuring effective triage, prioritization, and escalation of system issues. Regular reporting on system stability, change impacts, and partner performance is provided to leadership. Strong relationships with staff at all levels, vendors, agents, and government entities are essential to success in this role.

Requirements

Five years of progressive management experience overseeing high-performing IT teams responsible for client operations, production control, change/incident management, and help desk functions.
Expertise in Change and Release Management, with a focus on strengthening IT operations and driving continuous process improvement.
Demonstrated experience advancing IT Service Management frameworks and operational efficiency.
Strong skills in IT coordination, communication, and stakeholder engagement.

Nice To Haves

Experience applying Lean principles to ITSM workflow optimization and process improvement.
Experience collaborating with federal, state, and vendor partners on technical operations.