Senior Manager Service Operations

Serco Group•Herndon, VA

45d•Hybrid

About The Position

The Senior Manager, Service Operations oversees Serco North America's frontline end-user support services, including the Help Desk, Field Services, and Deployment Services teams. This role is accountable for operational performance, customer service quality, and compliance with corporate standards within a team of approximately 25 people. The position manages timely issue resolution, SLA achievement, backlog reduction, PC software delivery, and the maintenance of corporate PC assets for employees. This is a Hybrid Remote position which requires the employee to work on-site in the Herndon HQ. This position is contingent upon your ability to obtain and maintain a DoD Secret security clearance

Requirements

Ability to obtain and maintain a DoD Secret security clearance
Must be a U.S Citizen
Bachelor's degree in information technology, Business Administration, or related field
Minimum of 8 years of experience in IT service operations, with at least 5 years in a leadership role
Demonstrated experience managing service operations teams such as Help Desk, Field Services, and/or PC Imaging/Deployment teams
Experience managing contact center solutions, including workforce management, call routing, and performance analytics
Strong understanding of ITIL frameworks; ITIL certification preferred
Proven budget management and financial stewardship
Excellent communication, presentation, and interpersonal skills
Familiarity with ServiceNow or similar ITSM platforms
Ability to travel up to 10%

Nice To Haves

Strategic thinker with a hands-on approach to operational challenges
Ability to lead cross-functional teams and drive change
Commitment to continuous improvement and customer service excellence
Comfortable working in a fast-paced, multi-channel support environment
Experience with supporting Microsoft 365 (M365) is a plus

Responsibilities

Oversee daily operations of Help Desk, Field Services, and Deployment Services teams.
Lead and mentor supervisors, technical leads, and managers supporting each function.
Ensure consistent execution of ITIL-based service management processes: Incident, Request, Access, Event, Problem, Change, Escalation/Notification, Customer Satisfaction (CSAT).
Drive continuous improvement initiatives to enhance service quality and operational maturity.
Manage a service portfolio processing 3,100-3,700 incidents monthly across distributed teams.
Maintain budget accountability for assets exceeding $1M.
Serve as product owner for evolving support tools and platforms.
Champion Serco's customer service standards and quality policies.
Ensure SLAs are met to current standards.
Collaborate with internal stakeholders to align service delivery with business goals.
Monitor performance metrics and ensure compliance with audit and security expectations.
Prepare and present performance reports, improvement plans, and operational insights to leadership.

Benefits

Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan that includes counseling conditions
Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or the Service Contract Act.

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