Senior Manager Service Operations

Position Description

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 3,100–3,700 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:

• Ability to obtain and maintain a DoD Secret security clearance
  • Must be a U.S Citizen
• Bachelor’s degree in information technology, Business Administration, or related field with a minimum of 8 years of experience in IT service operations, with at least 5 years in a leadership role.
  • Or 12 years of experience in IT service operations, with at least 5 years in a leadership role.
• Demonstrated experience managing service operations teams such as Help Desk, Field Services, and/or PC Imaging/Deployment teams
• Experience managing contact center solutions, including workforce management, call routing, and performance analytics
• Strong understanding of ITIL frameworks; ITIL certification preferred
• Proven budget management and financial stewardship
• Excellent communication, presentation, and interpersonal skills
• Familiarity with ServiceNow or similar ITSM platforms
• Ability to travel up to 10%

Additional desired experience and skills:

• Strategic thinker with a hands-on approach to operational challenges
• Ability to lead cross-functional teams and drive change
• Commitment to continuous improvement and customer service excellence
• Comfortable working in a fast-paced, multi-channel support environment
• Experience with supporting Microsoft 365 (M365) is a plus

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.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

Benefits HIGHLIGHTS – Comprehensible Benefits for Full-time Employees (Part-time members receive a customized package tailored to their role).

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan that includes counseling conditions
• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or the Service Contract Act.

To review all Serco benefits please visit: https://www.serco.com/na/careers/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. This is a U.S.-based role. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].