IT Client Operations Manager (Managed Services)

Location: Must be based in Chantilly, VA; U.S. Citizenship Required

Company

A provider of managed services and innovative IT solutions focusing on a client-centric culture and data-driven decision making.

What you will do

• Serve as the primary day-to-day operational liaison and the voice of the client internally.
• Lead governance activities including weekly operational reviews, monthly performance updates, and Quarterly Business Reviews (QBRs).
• Track and report service performance against SLAs and KPIs in collaboration with technical leadership.
• Coordinate responses to major incidents and contribute to root cause analyses for chronic issues.
• Manage operational documentation, including client-specific runbooks and escalation procedures.
• Oversee contract management tasks, including auditing monthly charges and invoices for accuracy.

Requirements

• Bachelor's degree in IT, business operations, or a related field.
• 5+ years of experience in managed services, IT service delivery, or client-facing operations.
• U.S. Citizenship Required.
• Strong understanding of ITIL frameworks and service management principles.
• Proven ability to lead through influence in a cross-functional, matrixed delivery model.

Nice to have

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

Culture & Benefits

• Competitive salary and comprehensive benefits package.
• Welcoming and positive workplace fostering a "one-team" mentality.
• Emphasis on continuous learning, growth, and open feedback.
• Supportive environment that values creativity, empathy, and resilience.