Job Description
job summary:
Our client is in search of an IT Operations & Service Delivery Manager to join their growing team.
location: La Plata, Maryland
job type: Permanent
salary: $80,000 - 90,000 per year
work hours: 9am to 5pm
education: Bachelors
responsibilities:
Role Overview The IT Operations & Service Delivery Manager is responsible for ensuring consistent, high‑quality delivery of managed IT services provided to 70+ customers. This role bridges technical execution, client relationships, contracts, vendors, and internal operations to ensure services are delivered efficiently, profitably, and in alignment with client expectations.
Onsite expectations are preferably 4 days a week. Some flexibility will be permitted as needed for the onsite requirements. This will ensure proper escalations with team and customers are met with the technicians. Schedules for the field technicians are handled and coordinated with efficiency for job locations and priority.
Key Responsibilities: Service Delivery & Operational Management - Oversee day‑to‑day delivery of managed services across client environments.
- Ensure IT service delivery aligns with contractual commitments and operational standards.
- Establish and maintain operational procedures, documentation standards, and service workflows.
- Identify opportunities to improve service quality, consistency, and operational efficiency through standardization and automation.
- Ensure timely resolution of all tickets and issues with technicians. Escalate to leadership as needed to remove blockers or find solutions.
Client Relationship Management - Act as a primary point of contact for operational and service‑related client needs.
- Build and maintain strong, long‑term client relationships focused on trust and value delivery.
- Lead regular service reviews with customers, addressing performance, risks, and improvement opportunities.
- Partner with leadership to align service delivery with client business goals.
Contract & Service Management - Manage managed services agreements, statements of work, and service contracts.
- Oversee contract renewals, amendments, and scope changes.
- Ensure services delivered remain within agreed scope and pricing structures.
Billing & Financial Coordination - Ensure accurate billing for managed services, recurring services, and licensing.
- Review service usage, licensing allocations, and workstation reporting to support accurate invoices.
- Assist leadership with pricing strategy, margin analysis, and cost optimization initiatives.
Vendor & Technology Partner Management - Manage relationships with technology vendors, distributors, and service providers.
- Evaluate vendors based on reliability, cost, security posture, and service alignment.
- Coordinate vendor escalations, support cases, and technical engagements as needed.
- Track emerging technologies and vendor offerings to improve service delivery and competitiveness.
Team Support & Enablement - Provide guidance and mentorship to staff.
- Ensure staff follow established standards, procedures, and best practices.
- Promote consistency in service delivery across all client environments.
- Collaborate with leadership to identify training needs and operational gaps.
qualifications:
Technical Acumen/ Execution
Client Relationship Building
Contracts Management
Vendor Management
Internal Operations Expertise
Service Delivery
Team Management
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Job Tags
Permanent employment, Contract work, Temporary work, Work experience placement