IT Operations Manager

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality.  Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity  — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

The Operations Manager is a client-facing governance role within the Managed Services division, responsible for ensuring that operational service delivery aligns with client expectations and contractual commitments. This position acts as the primary day-to-day contact for assigned clients, working closely with Service Desk Leadership, who oversees technical operations, and the Service Delivery Manager (SDM), who manages service performance. The Operations Manager plays a key role in client satisfaction, operational oversight, and cross-functional coordination across support teams.

Key Responsibilities:

Client Relationship & Governance

• Serve as the daily operational liaison for assigned clients, maintaining clear, proactive communication on service performance and priorities.
• Lead governance functions including weekly operational reviews, monthly performance updates, and quarterly business reviews (QBRs).
• Represent the client's voice internally, ensuring alignment of service delivery to business needs.

Service Oversight & Coordination

• Track and report service performance against SLAs and KPIs in coordination with SDM and Service Desk Leadership.
• Drive the creation and maintenance of client-specific runbooks, knowledge documentation, and escalation procedures.
• Support service transitions, onboarding activities, and delivery of new services through planning and governance readiness.

Incident, Problem, and Escalation Management

• Coordinate with SDM and technical leadership during major incidents and escalations, ensuring timely and clear communication with the client.
• Contribute to root cause analyses and improvement actions following incidents or chronic issues.
• Monitor service health trends and partner with internal teams to resolve recurring challenges.

Operational Excellence

• Identify opportunities for operational and service improvement based on client feedback, trend analysis, and governance data.
• Collaborate across teams (Service Desk, NOC, Engineering, Tools) to align delivery execution with client expectations and business objectives.
• Promote adoption of service management best practices and standards across the delivery lifecycle.

Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.

• Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.
• Investigating variances relating to forecast expenditures or incurred expenditures.
• Reviewing and providing input on any amendments or Changes that modify the Service Fees
• Other business duties as assigned.

Qualifications:

• Bachelor’s degree or equivalent experience in IT, business operations, or a related field.
• 5+ years of experience in managed services, IT service delivery, or client-facing operations roles.
• Understanding of ITIL frameworks and service management principles.
• Strong analytical, communication, and organizational skills.
• Proven ability to lead through influence in a cross-functional, matrixed delivery model.

Preferred Skills:

• ITIL v4 Foundation certification or higher.
• Proficiency in ITSM platforms such as ServiceNow.
• Experience in governance and client success functions for complex service environments.
• Familiarity with SLA and KPI reporting, trend analysis, and operational playbooks.

Success Profile:

This role is suited for a highly organized, client-focused professional who can translate operational data into actionable insights and guide service improvement efforts. The Operations Manager must be a skilled collaborator who builds strong internal and external relationships to ensure the highest level of service quality and client satisfaction.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer.  All qualified applicants will receive consideration for employment.  Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact [email protected]. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.