Service Automation Lead - 24/5 Client Delivery

Mentor Technical Group; Wilson (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

Mentor Technical Group seeks a Service Automation Manager to be the primary MTG contact for service escalations, performance reporting, and contractual matters. You’ll manage three on-site Automation Engineers and oversee 24/5 coverage across three rotating shifts.

You will coordinate staffing, timekeeping, performance reviews, and client communications, ensuring SLA/SLO adherence and timely reporting. Occasional travel may be required. MTG is an equal opportunity employer.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience managing technical support/automation teams in 24/7 or multi-shift environments.
• Experience with scheduling, timekeeping, performance management, and workforce coordination.
• Familiarity with ServiceNow or similar incident management platforms.
• Experience presenting KPI, SLA, SLO, performance, and trend reports to executives.
• Strong understanding of service delivery, escalation, and contractual performance requirements.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, problem-solving and client-management abilities.
• Ability to manage multiple priorities and respond to escalations.

Responsibilities

• Manage all personnel-related activities for the three on-site Automation Engineers, including recruitment, onboarding, scheduling, timekeeping, performance evaluations, coaching, and employee development.
• Develop and maintain a rotating schedule that ensures uninterrupted 24/5 coverage across three shifts.
• Serve as the primary MTG contact for the client’s Director of Digital Operations.
• Manage client escalations, service delivery concerns, performance matters, and contract-related communications.
• Prepare and submit the Monthly Performance and Trend Report by the fifth business day of the following month.
• Monitor, analyze, and report SLO, KPI, and service performance trends in accordance with contractual requirements.
• Identify recurring incidents, service gaps, and performance trends and coordinate corrective or preventive actions.
• Manage the Unplanned Overtime process, including receiving and reviewing the client’s written requests, coordinating staffing coverage, and ensuring accurate invoicing.
• Verify employee time records, scheduled hours, overtime, and attendance before payroll and client billing deadlines.
• Ensure all assigned personnel comply with badging, site-access, security, safety, and contractor-identification requirements.
• Maintain accurate staffing, scheduling, performance, and contractual documentation.
• Collaborate with MTG leadership to address staffing risks, billing requirements, and service delivery needs.
• Lead regular performance reviews and operational meetings with the client and MTG leadership.
• Ensure timely communication and escalation of staffing shortages and other issues.

Skills

Communication skills

Time management

Client management

Scheduling

Performance management

Analytical skills

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

Mentor Technical Group seeks a Service Automation Manager to be the primary MTG contact for service escalations, performance reporting, and contractual matters. You’ll manage three on-site Automation Engineers and oversee 24/5 coverage across three rotating shifts.

You will coordinate staffing, timekeeping, performance reviews, and client communications, ensuring SLA/SLO adherence and timely reporting. Occasional travel may be required. MTG is an equal opportunity employer.