Sr Mgr Operations

Insight•Hanover Park, IL

2d•Hybrid

About The Position

The Senior Manager, Services is a senior people leader responsible for the strategy, execution, and performance of assigned services portfolios at Insight. This role owns service delivery outcomes end-to-end, including operational performance, customer experience, financial results, and teammate development. The Sr. Manager, Services partners closely with Sales, Solution Lines, Partners, and Operations to scale repeatable service motions, ensure consistent delivery, and drive continuous improvement aligned to Insight’s business objectives and core values. This role will also provide senior oversight for project and program delivery across the services portfolio. The Senior Manager will help set delivery standards, strengthen project governance, and ensure teams are using the right project management approach for the work being delivered. This includes serving as an escalation point for complex programs and driving consistency and predictability in how services are executed.

Requirements

Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.
8-10 years’ experience managing technology projects including desktop refresh, new technology deployment and program management experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructure.
5+ years of progressive experience managing leaders and scaling services delivery teams through standardization, repeatability, and operational maturity.
Experience leading or supporting a PMO or formal project governance model within a services or technology organization
Strong understanding of project and program management practices across different delivery models
Track record of improving delivery consistency, predictability, and execution quality across teams
Experience overseeing complex or multi‑workstream technology initiatives
Must have excellent customer relationship management skills and ability to interface seamlessly with delivery, clients, partners, and sales stakeholders.
Must have prior experience in P&L responsibility for a technology services delivery team and proven success driving profitability and customer satisfaction.
Experience in Project Management with strong analytical skills driving standardization, repeatability, and operational maturity across services.
Must have the ability to understand and navigate through an ITSM system.
Intermediate knowledge of MS Office products required.

Nice To Haves

Project or program management certification (PMP, PgMP, Agile, etc.)
Experience implementing or improving project management tools and dashboards

Responsibilities

Own the overall service strategy and execution for assigned portfolios, ensuring alignment to Insight’s growth priorities and partner motions.
Translate business objectives into scalable, repeatable service models that drive quality, efficiency, and customer satisfaction.
Strengthen delivery discipline through consistent project planning, execution and reporting of services
Track and improve performance across schedule, quality, risk, and customer outcomes
Use delivery metrics and retrospectives to identify gaps and drive continuous improvement
Own financial performance for assigned services, including cost management, margin, and productivity.
Partner with Finance and Operations to forecast demand, manage capacity, and support business planning.
Ensure services are delivered in alignment with contractual commitments and business expectations.
Provide leadership and oversight for project and program delivery across assigned services
Establish practical project management standards, governance, and delivery expectations aligned to the type of work and customer needs
Ensure appropriate use of project management methodologies (Agile, Waterfall, or hybrid) across services
Act as an escalation point for high‑risk or complex projects and help teams navigate delivery challenges
Improve visibility into project health, risks, capacity, and dependencies across the portfolio
Lead, coach, and develop managers individual contributors by establishing clear expectations, performance goals, and accountability across teams.
Foster a culture of engagement and continuous learning tied to Insight’s core values of HUNGER, HEART, and HARMONY.
Develop Deployment Managers and delivery leaders by reinforcing strong project management fundamentals and accountability
Build depth and capability across project and program leadership roles through coaching and expectations, not bureaucracy
Partner with Sales, Operations, and Solution Lines to ensure work is scoped and delivered in a way that aligns with project delivery standards
Provide delivery input into SOWs, estimates, and risk considerations for customer engagements.