Sr. Manager, Head of Services Operations | Remote, USA

This position will be fully remote and can be hired anywhere in the continental U.S.

The Sr. Manager of Federal Services Operations oversees the day-to-day services operations of Optiv + ClearShark, supports growth strategies, builds for scale and drives efficiency that adds to the bottom line. This position is execution oriented and aligns the operations of the company in support of Services goals. This person is a data driven leader and supports cross functional and high performing Services delivery teams. 

Specific areas of responsibilities and experience required for this Sr. Manager role include a range of pre and post sales operational functions that are foundational to the success of our services organization.  Functions under the leadership of this role include but are not limited to Resource Management, Project Management (both internal and client-facing), Client Success and Quality, Governance, and Document Operations. 

How you’ll make an impact

• Experience developing, optimizing, and running professional services operations programs across various functions

• Lead the Project Management Organization to ensure that project and program managers are effectively managing Services engagements delivering projects on-time/budget and with high customer satisfaction 

• Oversee resource management and vendor resource management to ensure optimal allocation of personnel across projects, while balancing capacity, skill sets, and project timelines to meet organization and utilization goals.

• Develop, implement and manage a client success and quality program, driving continuous improvement in services delivery, fostering strong relationships and ensuring high standards to meet/exceed client expectations.

• Establish process and manage document operations, including creation, organization, and access to proposals, SOWs and delivery documentation ensuring accuracy, consistency, and compliance across teams.

• Support client satisfaction efforts, including the client feedback, escalation, remediation and improvement efforts across the Services business. 

• Maintain efficient team structure and performance through analytics, processes and tools 

• Use data and analysis to inform business decisions and provide visibility into the performance of the Services operational functions 

• ​Support, drive and coordinate operations in support of growth and demand with internal stakeholders across services, sales, sales engineering, and operations as well as external partners.

• Partner with sales, services and operational leadership in developing solutions and processes to best execute their business objectives 

• Collaborate with the management team to develop and implement plans for the services operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of Optiv + ClearShark. 

• Responsible for supporting and determining profit margins, according to established objectives, and develop or maintain internal control systems to ensure accountability. 

• Manage daily operations of personnel, purchasing, administration in coordination other departments. 

• Develop and maintain strong relationships with outside partners and other OEMs

What we’re looking for 

• Has or can obtain a Top Secret clearance. 

• At least 5-8 years of industry experience with at least 2 years of federal contracting experience 

• Experience with governance and compliance, specifically with FAR, DFARs, CUI and CMMC  

• Must understand FedRAMP and IL constructs 

• Leadership in Professional Services operations inside a high-growth industry 

• Strong analytical and quantitative skills; ability to use data and metrics to deliver insights and drive effective decision making. 

• Experience running project management and/or professional services teams  

• Strong organizational and communications capabilities (i.e., must be able to listen, understand and manage in a matrix organization) 

• Ability to develop cohesive strategic plans with clearly defined initiatives and success measures 

• Ability to support and lead through change, while developing processes, implementing procedures, and working collaboratively across organizations to achieve desired outcomes 

• Demonstrated ability to handle project management, planning, organizational communication skills, and aligning resources with projects based on skillset and availability  

• Ability to apply commonsense understanding (understanding that a reasonable person would have) to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

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What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv + ClearShark is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.

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