Note: The job is a remote job and is open to candidates in USA. Red River Managed Services provides client-focused managed services through collaboration, data-driven decision-making, and long-term client partnerships. The IT Client Operations Manager serves as the primary day-to-day client contact, overseeing service governance, operational performance, incident coordination, service improvements, and contract-related invoicing activities.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- Highly organized, client-focused professional
- A skilled collaborator who builds strong internal and external relationships
- 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
Company Overview
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