Service Operations Manager

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Kentro

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Cybersecurity • Healthcare Insurance • Government

Kentro is a mission-focused company dedicated to transforming governmental processes through advanced digital solutions. They specialize in infrastructure modernization, data and AI-driven decision-making, human capital management, and cybersecurity, with a strong emphasis on improving health outcomes. Kentro partners with federal agencies, leveraging technology to enhance mission efficiency and effectiveness, ensuring that solutions align with specific operational needs.

501 - 1000 employees

🔒 Cybersecurity

⚕️ Healthcare Insurance

🏛️ Government

📋 Description

• Provide strategic and operational leadership across multiple client sites • Ensure delivery of high-quality, consistent, and efficient IT support services • Manage a team and indirectly oversee a workforce of 800+ non-exempt employees • Ensure client satisfaction, adherence to SLAs, operational efficiency, and continuous improvement of IT service delivery • Act as the escalation point for high-impact client issues • Partner with client stakeholders to understand evolving business needs and recommend improvements or service adjustments • Develop and manage the service delivery budget • Prepare executive-level reports on service performance, client satisfaction, and operational risks

🎯 Requirements

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline • 10+ years in IT service delivery or support roles, including 5+ years managing managers and large teams • Experience overseeing large teams while supporting a Federal client • Proven experience leading multi-site IT operations and large-scale teams (400+ employees) • Strong background in ITIL practices, incident management, and customer support operations • History of collaboration and flexibility, including innovative solutions to solve challenges facing geographically distributed teams. • PMP Certification (preferred) • Experience with personnel management and employee relations issues (preferred) • Experience with end-user technologies and concepts (preferred)

🏖️ Benefits

• competitive benefits package including paid time off • healthcare benefits • supplemental benefits • 401k including an employer match • discount perks • rewards