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.
Key Responsibilities:Client Relationship & Governance- 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.
Service Oversight & Coordination- 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.
Incident, Problem, and Escalation Management- 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.
Operational Excellence- 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.
Qualifications:- 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.
Preferred Skills:- 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.
Success Profile:This role is suited for a highly organized, client-focused professional who can translate operational data into actionable insights and guide service improvement efforts. The Operations Manager must be a skilled collaborator who builds strong internal and external relationships to ensure the highest level of service quality and client satisfaction.
Basic Qualifications:
- U.S. Citizenship Required
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).
