IT Service Operations Manager & Training Lead

Covestic Inc

San Francisco (CA)

On-site

USD 120,000 - 150,000

Full time

5 days ago

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Job summary

Milestone Technologies is seeking an Operations Manager to lead client programs and IT service delivery, driving metrics, budgets and process improvements. You will coach teams, ensure SLAs, and oversee training and staffing to support rapid growth and customer satisfaction.

The role requires a strong analytical mindset, negotiations experience, and a strategic perspective on service operations across client engagements.

Qualifications

4+ years Leadership Experience with IT Service Delivery & Logistics Management.
Previous experience in 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 IT metrics.
Strategic perspective of service from detailed ops data.
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 and other financial measures for the customer engagement; Collaborate with HR on personnel issues.
Maintain documentation and process for the customer engagement.
Develop a strategic perspective of the service from multi-level operations data.
Coach and communicate corporate vision/values; set and manage performance expectations.
Supervise staff and oversee work organized by team leaders; maintain SLAs.
Provide updated program changes; ensure documentation up-to-date and training provided.
Review change order requests and lead all changes.
Quarterly business reviews with the client.
Counsel staff; ensure performance evaluations completed per policy.
Determine travel and training needs for employees.
Manage merit performance processes.
Ensure staff training and compliance reporting.