Experience Inc. Jobs

Service Operations Manager

Location Washington, DC

# of openings 1

Salary Range (Min-Max) 00

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Service Operations Manager for a Full-Time position.

Job Summary:

We are looking for a Service Operations Manager to oversee day-to-day operations, ensure efficient service delivery, and drive continuous improvement. This role will manage both internal teams and client relationships, ensuring the delivery of high-quality services aligned with contractual obligations and performance metrics.

Key Responsibilities :

• Operational Management:

• Oversee daily operations related to the delivery of IT services for DOL contracts.

• Ensure all services are delivered in accordance with SLAs, KPIs, and contract requirements.

• Coordinate with project managers and technical teams to resolve operational issues and bottlenecks.

• Lead problem-solving efforts for technical and operational challenges.

• Team Leadership:

• Manage and mentor a team of IT service professionals, including support and technical staff.

• Facilitate training, performance reviews, and development plans for the team.

• Foster a collaborative and high-performance culture to achieve operational excellence.

• Client Relations:

• Serve as the main point of contact for DOL on operational issues and service performance.

• Build and maintain strong relationships with DOL stakeholders, ensuring satisfaction with the service delivery.

• Collaborate with client teams to understand their evolving needs and ensure the alignment of services.

• Continuous Improvement:

• Identify areas for process improvements and implement strategies to enhance operational efficiency.

• Monitor performance data and recommend service enhancements or modifications to meet client needs.

• Develop and implement operational best practices, workflows, and documentation.

• Compliance and Reporting:

• Ensure all services comply with DOL regulations, government contracting standards, and company policies.

• Prepare and submit operational reports, metrics, and updates to the senior leadership and DOL.

• Manage budgets related to operations and recommend cost-effective solutions without compromising quality.

Qualifications :

• Bachelor’s degree in information technology, Business Administration, or related field.

• Minimum of 5 years of experience in IT service management, with a focus on government contracting.

• Strong understanding of ITIL framework and service management best practices.

• Proven track record of managing operations in a small to mid-sized company.

• Excellent leadership, communication, and interpersonal skills.

• Experience with Department of Labor contracts or similar federal agencies is highly desirable.

• Familiarity with federal acquisition regulations (FAR) and compliance standards for government contracts.

• Ability to work remotely with minimal supervision and manage multiple priorities.

Preferred Skills :

• Project Management Professional (PMP) or ITIL certification.

• Experience with contract management tools and operational software.

• Knowledge of data services, cybersecurity, and cloud technologies.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More (https://nuaxis.com/about/)

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More (https://nuaxis.com/careers/) about our Benefits and Culture!

#NAI #DICE