[Remote] Manager, IT Client Operations

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

Company H1B Sponsorship