Strategic IT Service Operations Lead

Taleo; Phoenix, Northern (AZ, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Milestone Technologies in Phoenix is seeking an Operations Manager to lead client programs, drive service improvements and oversee a team delivering world-class IT services. You will optimize processes to enhance customer experience and align with the client’s strategic goals.

The role requires strong analytics, negotiations, and people leadership to scale operations, manage budgets, and mentor staff while collaborating with the Global Service Operations team.

Qualifications

• Experience in client service management and operations.
• Ability to define operational metrics and reporting.
• Strong leadership and staff development skills.
• Experience leading IT service delivery programs.
• HS Diploma or GED required; 4+ years leadership.

Responsibilities

• Plan, develop, and evaluate multiple client programs.
• Define operational metrics and reporting cadence.
• Maintain SLAs and budgets for the client engagement.
• Supervise staff and coordinate with team leaders.
• Conduct quarterly business reviews with the client.
• Coach staff and manage performance evaluations.

Skills

People leadership

Operations management

Strategic thinking

Client service management

Negotiations

Analytics

Budget management

Staff development

Education

HS Diploma or GED

4+ years Leadership Experience in IT Service Delivery & Logistics

Job description

Milestone Technologies in Phoenix is seeking an Operations Manager to lead client programs, drive service improvements and oversee a team delivering world-class IT services. You will optimize processes to enhance customer experience and align with the client’s strategic goals.

The role requires strong analytics, negotiations, and people leadership to scale operations, manage budgets, and mentor staff while collaborating with the Global Service Operations team.