Client IT Operations Leader: Governance & Service Delivery

Red River; Chantilly (VA); On-site; USD 100,000 - 120,000; Full time

Job summary

Red River is seeking an IT Client Operations Manager in Chantilly, VA to lead client governance and service delivery across managed services. You will be the primary day-to-day client contact, coordinating with Service Desk leadership and the SDM to ensure performance and client satisfaction.

Ideal candidates bring 5+ years in managed services, strong ITIL knowledge, and a collaborative, data-driven mindset to drive continuous improvement in a fast-paced environment.

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.
• Understanding of ITIL frameworks and service management principles.
• Strong analytical, communication, and organizational skills.
• Proven ability to lead through influence in a cross-functional delivery model.

Responsibilities

• Serve as the daily operational liaison for assigned clients, maintaining 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.
• Track and report service performance against SLAs and KPIs with SDM and Service Desk Leadership.
• Create and maintain client-specific runbooks, knowledge documentation, and escalation procedures.
• Support service transitions, onboarding activities, and delivery of new services via governance readiness.
• Coordinate with SDM and technical leadership during major incidents and escalations, ensuring timely client communication.
• Contribute to root cause analyses and improvement actions after incidents.
• Monitor service health trends and work with teams to resolve recurring issues.
• Identify opportunities for operational and service improvement from client feedback and governance data.
• Collaborate across Service Desk, NOC, Engineering, Tools to align delivery with business objectives.
• Promote service management best practices across the delivery lifecycle.
• Review monthly charges and invoices to ensure accuracy of service fees and pass-through expenses.

Skills

Collaboration

Creativity

Empathy

Integrity

Judgment

Purpose

Resilience

Selflessness

Client-facing

Education

Bachelor’s degree or equivalent experience in IT, business operations, or related field

Tools

ServiceNow

Job description

Red River is seeking an IT Client Operations Manager in Chantilly, VA to lead client governance and service delivery across managed services. You will be the primary day-to-day client contact, coordinating with Service Desk leadership and the SDM to ensure performance and client satisfaction.

Ideal candidates bring 5+ years in managed services, strong ITIL knowledge, and a collaborative, data-driven mindset to drive continuous improvement in a fast-paced environment.