Service Operations Manager - Remote Eligible

Service Operations Manager

Kentro is seeking an experienced Service Operations Manager to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The Service Operations Manager provides strategic and operational leadership across multiple client sites, ensuring the delivery of high-quality, consistent, and efficient IT support services. This role manages a team consisting of a Senior Project Manager, Surge Support Lead, and multiple IT Support Managers while indirectly overseeing a workforce of 800+ non-exempt employees, ensuring client satisfaction, adherence to service level agreements (SLAs), operational efficiency, and continuous improvement of IT service delivery.

Location: Telework approved, able to travel as needed to regional locations.

Salary Range: $160-175K. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Key Responsibilities:

• Leadership & Oversight:
• Lead, mentor, and develop direct-report managers overseeing large IT support teams.
• Foster a culture of accountability, continuous learning, continuous improvement, client satisfaction, and operational excellence.
• Ensure all teams operate in alignment with organizational goals, policies, and client requirements.
• Service Delivery Management:
• Oversee IT support operations across multiple client sites, ensuring adherence to SLAs, KPIs, and customer satisfaction metrics.
• Drive consistency and standardization of IT support processes across sites.
• Monitor daily, weekly, and monthly performance reports to ensure service quality and issue resolution.
• Identify, develop, and track metrics that quantify the impact of the work delivered.
• Client Engagement:
• Act as the escalation point for high-impact client issues, ensuring timely resolution and communication.
• Partner with client stakeholders to understand evolving business needs and recommend improvements or service adjustments.
• Operational Excellence:
• Implement best practices for workforce management, scheduling, and resource allocation to ensure optimal staffing levels.
• Champion process automation, tool optimization, and other efficiency improvements.
• Review and refine incident, problem, and change management processes to meet ITIL standards.
• People Management & Development:
• Develop leadership capabilities within the management team through coaching, training, and career development.
• Lead performance reviews, set goals, and create succession planning for critical roles.
• Partner with HR on employee relations, performance management, and workforce development initiatives.
• Monitor and address team morale to ensure the team is continuously engaged in the mission and feels supported.
• Budgeting & Reporting:
• Develop and manage the service delivery budget, tracking costs against forecasts.
• Prepare executive-level reports on service performance, client satisfaction, and operational risks.

Requirements

• Education:
• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline
• Experience:
• 10+ years in IT service delivery or support roles, including 5+ years managing managers and large teams.
• Experience overseeing large teams while supporting a Federal client.
• Proven experience leading multi-site IT operations and large-scale teams (400+ employees).
• Strong background in ITIL practices, incident management, and customer support operations.
• History of collaboration and flexibility, including innovative solutions to solve challenges facing geographically distributed teams.
• Skills:
• Exceptional leadership, coaching, and interpersonal communication skills.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Ability to build and maintain strong client relationships and manage escalations effectively.
• Experience with workforce management tools, ITSM platforms, and KPI reporting.
• Ability to prioritize work and self-direct with minimal input.
• Strong messaging capabilities to create team cohesion, team-focus, and ongoing drive.
• Key Competencies:
• Strategic thinking with a focus on operational excellence.
• Ability to influence and inspire large teams.
• Results-oriented with a track record of delivering high customer satisfaction.
• Adaptability and resilience in a fast-paced, multi-client environment.
• Clearance Requirement:
• Must be a U.S. Citizen or Green Card holder.
• Must be able to obtain and maintain a Public Trust Clearance.
• Must meet updated ID requirements.
• Preferred Skills:
• PMP Certification
• Experience with personnel management and employee relations issues.
• Experience with end-user technologies and concepts

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance