Senior Manager, Proactive Service Delivery & Automation

Kiewit; Omaha (NE); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Top-tier medical, dental and vision

Retirement plans with matching

Generous paid time off

Job summary

Kiewit seeks a Sr. Manager for Kiewit Service Delivery (Tier 1 Support) in Omaha, leading a team that serves as the front door for operations across Technology, HR, Finance, and other Shared Services.

You will own strategy, performance, and evolution of enterprise support with a modern, proactive employee experience delivery model. You'll drive automation, self-service, governance, and data-driven decisions, partnering with business and technology leaders to raise service quality, measure

Qualifications

• Bachelor's degree or equivalent experience in IT, business, engineering, or related field.
• 5+ years of progressive leadership in service delivery or IT operations.
• Experience driving organizational change using ITIL and performance metrics.
• Strong communication and stakeholder management skills.

Responsibilities

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

Skills

Leadership

Change management

Stakeholder management

Data-driven decision making

Executive communication

Collaboration

Education

Bachelor's degree in IT, Business, Engineering, or related field

Tools

ServiceNow

ITIL

Job description

Kiewit seeks a Sr. Manager for Kiewit Service Delivery (Tier 1 Support) in Omaha, leading a team that serves as the front door for operations across Technology, HR, Finance, and other Shared Services.

You will own strategy, performance, and evolution of enterprise support with a modern, proactive employee experience delivery model. You'll drive automation, self-service, governance, and data-driven decisions, partnering with business and technology leaders to raise service quality, measure