Senior Manager, Proactive Service Delivery & Automation

Kiewit; Nebraska; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental & vision plans

Wellness programs

Life insurance

Retirement plan with matching

Generous paid time off

Job summary

Kiewit is seeking a Sr. Manager for Service Delivery (Tier 1 Support) to lead the on-site, full-time team in Omaha, NE.

This role drives transformation toward automated, proactive employee support with metrics-driven governance and strategic partnerships across Technology, HR, Finance, and Shared Services. The leader will shape the vision, manage a large, diverse team, and partner with business and technology leaders to deliver an exceptional employee experience while maintaining rigorous SLAs

Qualifications

• 5+ years of progressive leadership experience in service delivery, customer support, IT operations, or related functions.
• Demonstrated success driving organizational change and operational transformation using service management best practices, ITIL principles, and performance metrics.
• Strong leadership, communication, and stakeholder management skills, including the ability to influence enterprise decisions through collaboration rather than direct authority.

Responsibilities

• Lead Tier 1 Support operations across phone, chat, ticket, and self-service channels ensuring exceptional customer experiences while meeting SLAs.
• Drive continuous improvement in service quality, responsiveness, and efficiency; establish a culture of accountability and customer-centric thinking.
• Define executive metrics that measure operational health and translate data into strategic recommendations for leadership.
• Build dashboards that provide visibility into customer experience, automation value, workforce health, and risk.
• Establish governance standards for service onboarding, reporting, and readiness; produce executive insights for senior leadership.

Skills

Leadership

Strategic thinking

Data-driven decisions

Cross-functional collaboration

Change management

Executive communication

Customer experience

Operational excellence

Education

Bachelor's degree in IT/Business/Engineering/Management

Tools

ServiceNow

ITIL

Job description

Kiewit is seeking a Sr. Manager for Service Delivery (Tier 1 Support) to lead the on-site, full-time team in Omaha, NE.

This role drives transformation toward automated, proactive employee support with metrics-driven governance and strategic partnerships across Technology, HR, Finance, and Shared Services. The leader will shape the vision, manage a large, diverse team, and partner with business and technology leaders to deliver an exceptional employee experience while maintaining rigorous SLAs