Senior Manager Service Operations

Senior Manager, Service Operations

The Senior Manager, Service Operations oversees Serco North America's frontline end-user support services, including the Help Desk, Field Services, and Deployment Services teams. This role is accountable for operational performance, customer service quality, and compliance with corporate standards within a team of approximately 25 people. The position manages timely issue resolution, SLA achievement, backlog reduction, PC software delivery, and the maintenance of corporate PC assets for employees. This is a hybrid remote position which requires the employee to work on-site in the Herndon HQ.

This position is contingent upon your ability to obtain and maintain a DoD Secret security clearance.

In this role you will :

• Oversee daily operations of Help Desk, Field Services, and Deployment Services teams.
• Lead and mentor supervisors, technical leads, and managers supporting each function.
• Ensure consistent execution of ITIL-based service management processes : Incident, Request, Access, Event, Problem, Change, Escalation / Notification, Customer Satisfaction (CSAT).
• Drive continuous improvement initiatives to enhance service quality and operational maturity.
• Manage a service portfolio processing 3,1003,700 incidents monthly across distributed teams.
• Maintain budget accountability for assets exceeding $1M.
• Serve as product owner for evolving support tools and platforms.
• Champion Serco's customer service standards and quality policies.
• Ensure SLAs are met to current standards.
• Collaborate with internal stakeholders to align service delivery with business goals.
• Monitor performance metrics and ensure compliance with audit and security expectations.
• Prepare and present performance reports, improvement plans, and operational insights to leadership.

Meet your recruiter!

Qualifications

To be successful in this role you will have :

Additional desired experience and skills :

If you want to join a great team and award-winning company that makes a difference every day, apply now for immediate consideration and discover your place in our world.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.