Senior Operations Manager

Contact Government Services, LLC • Remote • 2d ago

Senior Operations Manager

Company Overview
We are seeking a highly organized and operationally focused leader to oversee the day-to-day management and coordination of large-scale information technology and data systems operations. This role is responsible for ensuring smooth execution across intake, workflow management, client communications, operational delivery, reporting, and team coordination.
This is not a deeply technical engineering or systems administration role. Instead, we are looking for a strong operational leader who excels at managing people, processes, priorities, and service delivery in a fast-paced environment.
The ideal candidate has experience leading operational or technical service teams in industries such as IT services, SaaS, managed services, cybersecurity, enterprise operations, consulting, or similar client-facing delivery environments.

Key Responsibilities

Lead operational oversight of information technology and data systems workflows from intake through final delivery
Manage and coordinate a team of approximately 30 professionals across multiple operational functions
Oversee client communications, status reporting, escalations, and delivery coordination
Ensure intake processes, workflow tracking, and operational handoffs function efficiently and consistently
Develop and maintain operational dashboards, metrics, KPIs, and reporting for C-suite visibility
Identify workflow bottlenecks and implement process improvements to increase operational efficiency and service quality
Coordinate cross-functional teams to ensure deadlines, deliverables, and client expectations are met
Establish and maintain operational standards, documentation, and best practices
Support staffing coordination, workload balancing, prioritization, and resource planning
Drive accountability, organization, and operational consistency across the broader team
Facilitate internal meetings, operational reviews, and stakeholder updates
Partner with technical SMEs and leadership teams to support ongoing operational improvements

Required Qualifications

Bachelor’s degree in related fields such as information technology, business, operations management, project management, or similar disciplines
8–10 years of experience in operations management, program management, service delivery management, technical operations, or similar leadership roles
Experience leading cross-functional operational or technical teams
Strong organizational leadership and process management skills
Experience managing workflows, intake processes, escalations, and delivery coordination
Strong client-facing communication and stakeholder management abilities
Experience developing dashboards, operational metrics, KPIs, or reporting processes
Demonstrated ability to manage competing priorities in a fast-paced environment
Strong problem-solving and operational decision-making skills
Experience improving operational processes and driving organizational efficiency
Ability to lead teams without needing to be the deepest technical subject matter expert

Preferred Qualifications

Advanced degree such as MBA, Master’s degree, or related graduate-level education
Experience in managed services, SaaS operations, enterprise technology operations, cybersecurity operations, consulting, or IT service delivery environments
Experience working within large operational support organizations or enterprise delivery teams
Familiarity with Agile, Kanban, or operational workflow management methodologies
Experience with project management and collaboration platforms such as Jira, ServiceNow, Monday.com, Asana, or similar tools
Experience managing operational reporting and executive-level communications

Nice to Have (Not Required)

Exposure to eDiscovery, legal operations, document review operations, or related technology environments
Familiarity with Relativity or legal technology ecosystems
PMP, ITIL, Scrum, Agile, or similar operational/project management certifications

What Success Looks Like

Operational workflows run efficiently and consistently
Client communication and delivery coordination improve
Teams remain organized, accountable, and aligned
Metrics and dashboards provide C-suite leadership with clear operational visibility
Escalations are managed proactively and effectively
Intake through delivery processes become more scalable and repeatable

Our Commitment

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past eight years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package.
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation!

$170,000 - $210,000 a year

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