At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. you rely on data, training, and collaboration with others to inform your decisions. you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. The IT Client Operations Manager is a client-facing governance role within the Managed Services division, responsible for ensuring that operational service delivery aligns with client expectations and contractual commitments. This position acts as the primary day-to-day contact for assigned clients, working closely with Service Desk Leadership, who oversees technical operations, and the Service Delivery Manager (SDM), who manages service performance. The Operations Manager plays a key role in client satisfaction, operational oversight, and cross-functional coordination across support teams. Client Relationship & Governance 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. Service Oversight & Coordination Track and report service performance against SLAs and KPIs in coordination with SDM and Service Desk Leadership. Support service transitions, onboarding activities, and delivery of new services through planning and governance readiness. Incident, Problem, and Escalation Management 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. Operational Excellence 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. Reviewing and providing input on any amendments or Changes that modify the Service Fees Other business duties as assigned. Qualifications: Bachelors 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. Preferred Skills: 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. This role is suited for a highly organized, client-focused professional who can translate operational data into actionable insights and guide service improvement efforts. The Operations Manager must be a skilled collaborator who builds strong internal and external relationships to ensure the highest level of service quality and client satisfaction. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.