IT Operations Trainer & Service Delivery Lead

Milestone Technologies, Inc.; San Francisco (CA); On-site; USD 86,000 - 90,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an Operations Manager to lead client programs and drive service delivery excellence for our enterprise clients. The role emphasizes people leadership, relationship management, and strategic process improvements to scale operations globally.

You will shape operational metrics, budgets, and documentation while guiding a team through training, performance management, and continuous improvement initiatives in a fast-growing environment.

Qualifications

• Bachelor's degree in Business, Communications, IT or related field of study.
• 4+ years Leadership Experience with IT Service Delivery & Logistics Management.
• Previous experience working within a technical environment.
• Knowledge of SLA achievement and methodology.
• Development and implementation of technical training programs.
• Ability to drive tool and process improvement through innovation.
• Leadership and core business/interpersonal skills.
• Successful project management experience.
• Ability to establish relationships with Business Teams.
• Familiarity with common metrics used in the IT industry.
• Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information.
• Excellent problem solving, communication, and organizational skills.
• Experience leading programs within an IT Operations environment.

Responsibilities

• Plan, develop, and evaluate client program.
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve.
• Present operational metrics weekly to IT Leadership.
• Maintain and report on budget status, in addition to other financial measures defined for the customer engagement.
• Collaborate with Milestone Technologies Human Resources on all personnel issues or questions.
• Maintain documentation and process specific to the customer engagement.
• Develop a strategic perspective of the service based on multiple levels of detailed operations information.
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations.
• Supervise staff and oversee work organized by team leaders.
• Maintain agreed upon service level agreements.
• Provide Milestone Technologies and the client with any updated program changes.
• Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures.
• Review change order requests and lead all.
• Quarterly business reviews with the client
• Provide counseling of staff; ensure that performance evaluations of all staff are completed
• Determine the need for travel and training of all employees
• Manage the merit performance process
• Ensure staff training takes place and compliance can be reported

Skills

Leadership Experience with IT Service

Analytical & problem solving

Relationship management

Negotiations

People leadership

Process improvement

Strategic thinking

Program management

Cross-functional collaboration

Communication skills

Organizational skills

Education

Bachelor's degree in Business/IT/Related field

Job description

Milestone Technologies, Inc. is seeking an Operations Manager to lead client programs and drive service delivery excellence for our enterprise clients. The role emphasizes people leadership, relationship management, and strategic process improvements to scale operations globally.

You will shape operational metrics, budgets, and documentation while guiding a team through training, performance management, and continuous improvement initiatives in a fast-growing environment.