In anticipation of a contract award, we are looking for a Service Operations Manager with a Secret Clearance who will be responsible for validating the service quality and standards based on the requirements of the Customer and the SOWs under the Agreement. The primary responsibilities of the Service Operations Manager include: • Supports business plan for area of responsibility that is consistent with the short-range and long-range company objectives; • Assists in the development of the annual business plan for Senior Management • Supports the business objectives set forth for the Managed Services division • Assists with organizational audit artifacts • Supports Strengths, Weakness, Opportunities, Threats (SWOTs) Assessments as appropriate • Maintains Managed Services solutions competency across Red River portfolio • Participates in the review and development of new service offerings • Manages simplified support offerings (Vendor and Customer interactions) • Assists with the collection of operational metrics and continuous improvement plans to demonstrate how we are managing the business, costs, and customer satisfaction • Implements and maintains a Customer Satisfaction Program; regularly meets with Customer and obtains feedback via face–to–face meetings and/or online customer satisfaction surveys • Utilizes effective Resource Management to ensure performance targets are monitored and achieved • Tracks and ensures the follow-up of poor CSAT scores • Maximizes Managed Services results through constant feedback • Leads customer meetings on operations and proactive management updates as needed; and • Collaborate with SDM to develop quality documentation, job aids, knowledge, and training materials/modules to aid onboarding of program personnel and combating attrition through retention programs • Oversees new hire onboarding for base training, CJIS certification, and assigning and tracking other required training • Collaborates directly with Service Desk leaders, Tier 2/Tier 2.5 teams, and delivery leads to discuss service delivery, metrics, and performance • Acts as a trusted advisor to the PM, SDM, and customer • Facilitates adherence to quality standards for ticket logging and resolution across the escalation/resolution path • Supports implementation of a formal quality scorecard to assess the quality of high/critical incidents in ServiceNow and oversee quality reporting to provide feedback to team members • Conducts quality assessments, trend analysis, and providing management reporting on quality metrics • Applies subject matter knowledge to high-level analysis, design, development, modeling, simulation, integration, installation, documentation, and implementation • Supports post-approval billing procedures • Manage asset and license management lifecycle • Reviews, approves, and acknowledges policies and procedures for certification compliance Minimum Experience Leadership 4-6 Years managing IT infrastructure, private and public cloud services 4-6 years demonstrated leadership experience managing Client(s) and technical/engineering resources 2-4 years technical IT project management 2-4 years managing technical support operations Experience in healthcare industry; hospital environment preferred Ability to lead and mediate technical meetings and decisions with clients and engineers Ability to work in a matrix organizational structure, manage and collaborate multiple service delivery and professional services teams Service Delivery and Reporting Experience working for an IT Managed Service Provider (MSP) Proficient in Excel and PowerPoint, and other BI systems Ability to perform ticket trend analysis, report common issues, and make recommendations to resolve root cause issues Ability to understand and report on service delivery metrics, including SLA performance Culture, Personality and Customer Service 5-7 years Client facing - combination of IT service delivery and project management and client relationship management experience Process orientated with strong prioritization, problem-solving, diagnosis and troubleshooting skills Ability to work in an extremely fast-paced environment Comfortable managing strong personalities and their expectations Passion for technology, teamwork, overcoming challenges and providing exceptional customer service Exceptional verbal and written communication skills with confidence in front of Clients Self-starter, organized, detail-oriented with the ability to motivate team members to deliver, take ownership, take positive action, and remain accountable Education and Certifications Bachelor’s degree or equivalent work experience Project , CAPM Certification(s) desired Open to obtain technical certifications upon request Ability to obtain and maintain a Secret level security clearance ITIL Foundations certification required KCS v6 Fundamentals certification required KCS v6 Practices certification preferred Additionally, an ideal candidate will possess: Managed Service Provider experience in a service operations leadership role Experience with tools such as AutoTask PSA, Kaseya RMM, LogicMonitor NMM, and the ServiceNOW platform Strong consulting and communication skills Confidence and experience in front of clients Strong ability to work in a team-based environment Ability to be a self-starter and possess good time management skills Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional). EOE M/F/DISABLED/Vet Red River is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status. Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.