IT Client Operations Manager

Redwood Software•Chantilly, VA

About The Position

The IT Client Operations Manager is a client-facing governance role within the Managed Services division, responsible for ensuring that operational service delivery aligns with client expectations and contractual commitments. This position acts as the primary day-to-day contact for assigned clients, working closely with Service Desk Leadership, who oversees technical operations, and the Service Delivery Manager (SDM), who manages service performance. The Operations Manager plays a key role in client satisfaction, operational oversight, and cross-functional coordination across support teams.

Requirements

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.
U.S. Citizenship Required

Nice To Haves

ITIL v4 Foundation certification or higher.
Proficiency in ITSM platforms such as ServiceNow.
Experience in governance and client success functions for complex service environments.
Familiarity with SLA and KPI reporting, trend analysis, and operational playbooks.

Responsibilities

Serve as the daily operational liaison for assigned clients, maintaining clear, proactive communication on service performance and priorities.
Lead governance functions including weekly operational reviews, monthly performance updates, and quarterly business reviews (QBRs).
Represent the client's voice internally, ensuring alignment of service delivery to business needs.
Track and report service performance against SLAs and KPIs in coordination with SDM and Service Desk Leadership.
Drive the creation and maintenance of client-specific runbooks, knowledge documentation, and escalation procedures.
Support service transitions, onboarding activities, and delivery of new services through planning and governance readiness.
Coordinate with SDM and technical leadership during major incidents and escalations, ensuring timely and clear communication with the client.
Contribute to root cause analyses and improvement actions following incidents or chronic issues.
Monitor service health trends and partner with internal teams to resolve recurring challenges.
Identify opportunities for operational and service improvement based on client feedback, trend analysis, and governance data.
Collaborate across teams (Service Desk, NOC, Engineering, Tools) to align delivery execution with client expectations and business objectives.
Promote adoption of service management best practices and standards across the delivery lifecycle.
Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.
Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.
Investigating variances relating to forecast expenditures or incurred expenditures.
Reviewing and providing input on any amendments or Changes that modify the Service Fees
Other business duties as assigned.