Operations Lead

Role Overview:

The Operations Manager is responsible for driving operational excellence across our organization. This

role ensures operational processes are consistently followed, standards are maintained, cross-functional

issues are rapidly resolved, and continuous improvement initiatives are successfully implemented across

all teams.

The Operations Lead serves as the operational quarterback of the organization, coordinating efforts

across Service Delivery, Customer Care, Project Delivery, Security, and Solutions & Innovation to ensure

work flows efficiently and consistently from customer request through successful delivery and ongoing

support.

This position is highly process-driven and data-oriented. Success requires strong leadership,

accountability, organizational influence, the ability to drive decisions based on facts and outcomes rather

than opinions and implement those decisions – becoming meaningful new operational norms. The ideal

candidate is comfortable challenging the status quo, enforcing standards, facilitating difficult

conversations when necessary, and holding teams accountable to agreed-upon processes and

commitments, and is driven by a continuous improvement mindset.

Key Responsibilities:

Operational Excellence & Governance

• Own and continuously improve service & project delivery processes across the organization.

• Ensure adherence to established operational standards, workflows, and playbooks.

• Identify operational bottlenecks, gaps, inefficiencies, and areas of risk.

• Lead root cause analysis activities for recurring operational issues.

• Drive operational maturity initiatives across all functions.

• Establish and maintain operational governance frameworks.

• Ensure consistent execution of standards and best practices.

Cross-Functional Leadership

• Facilitate collaboration between teams.

• Act as the coordinator and escalation leader for issues spanning multiple departments.

• Drive accountability for completion of operational action items.

• Lead operational review meetings and ensure follow-through on commitments.

• Remove organizational roadblocks that negatively impact delivery.

• Serve as a neutral facilitator when priorities conflict across teams.

Process Ownership

Maintain governance and oversight of core operational processes including:

• Incident Management

• Escalation Management

• Service Request Fulfillment

• Customer Onboarding & Offboarding

• Change Management

• Documentation Standards

• Service Delivery Standards

• Solution Delivery Process (SDP)

• Project Delivery

• Operational Reporting and Metrics

• Continuous Improvement Processes

Metrics & Performance Management

Develop and maintain operational dashboards and KPI reporting such as:

• SLA Performance

• Ticket Aging

• Escalation Metrics

• Service Delivery Efficiency

• Project Delivery Efficiency

• Documentation Compliance

• Service Backlog Health

• Capacity Utilization

• Operational Risk Indicators

Responsibilities include:

• Analyzing trends and identifying areas requiring intervention.

• Presenting operational findings and recommendations to leadership.

• Driving corrective actions based on objective performance data.

• Establishing measurable operational improvement goals.

Continuous Improvement

• Lead operational improvement initiatives across departments.

• Identify automation opportunities.

• Streamline workflows and eliminate inefficiencies.

• Standardize repeatable processes.

• Reduce unnecessary operational complexity.

• Recommend and implement system, workflow, and process improvements.

• Ensure lessons learned become institutional knowledge.

Service Health & Operational Readiness

• Monitor organizational readiness for new clients, projects, and service offerings.

• Ensure operational impacts are considered during planning and implementation.

• Partner with leadership to improve scalability and operational resilience.

• Support development of service catalog standards and governance structures.

Leadership Expectations

-Lead Through Influence

Successfully coordinate work across teams without relying on direct authority.

-Be Data Driven

Use facts, metrics, and objective analysis to drive decisions and recommendations.

-Hold Teams Accountable

Ensure commitments are met and operational standards are consistently followed.

-Drive Constructive Conflict (e.g., “Healthy Tension”)

Address issues directly and professionally when standards, commitments, or quality are at risk.

-Think Systemically

See beyond individual incidents to identify patterns, trends, and root causes.

-Model Operational Discipline

Demonstrate consistency, follow-through, attention to detail, and professionalism.

Required Qualifications

• 10+ years of operational leadership experience.

• Experience managing and improving operational processes.

• Strong analytical and problem-solving skills.

• Excellent organizational and facilitation skills.

• Ability to manage competing priorities and multiple stakeholders.

• Experience developing and reporting operational KPIs.

• Exceptional written and verbal communication skills.

• Proven ability to influence teams without direct authority.

Preferred Qualifications

• Managed Services Provider (MSP) experience.

• ITIL or service management framework experience.

• Experience with ConnectWise Manage and related PSA platforms.

• Experience leading cross-functional operational initiatives.

• Lean, Six Sigma, or continuous improvement experience.

• Operational reporting and dashboard development experience.

Key Performance Indicators (KPIs)

Success in this role will be measured through improvements in:

Operational Performance

• SLA attainment

• Mean time to resolution (MTTR)

• Escalation response and resolution times

• Ticket backlog health

Process Compliance

• Documentation adherence

• Workflow adherence

• Process audit scores

• Standardization metrics

Continuous Improvement

• Reduction in recurring operational issues

• Workflow efficiency improvements

• Automation adoption

• Operational maturity milestones

Organizational Effectiveness

• Cross-department issue resolution speed

• Operational project completion

• Leadership confidence in operational execution

• Scalability of service delivery processes

---What Success Looks Like After 12 Months ---

• Teams consistently follow documented processes.

• Operational performance is measured and reported through defined KPIs.

• Recurring operational issues are identified and eliminated through root-cause analysis.

• Cross-functional problems are resolved more quickly with clear ownership and accountability.

• Leadership has better visibility into service/project delivery health and operational risk.

• Operates with greater consistency, predictability, and scalability.

• The organization spends less time fighting fires and more time executing strategic priorities.

Skills

Operation, Incident response, professional services, service management, msp, itil, six sigma methodology, data analysis

Top Skills Details

Operation, Incident response, professional services, service management

Additional Skills & Qualifications

• Managed Services Provider (MSP) experience.

• ITIL or service management framework experience.

• Experience with ConnectWise Manage and related PSA platforms.

• Experience leading cross-functional operational initiatives.

• Lean, Six Sigma, or continuous improvement experience.

• Operational reporting and dashboard development experience.

Experience Level

Intermediate Level

This is a Permanent position based out of Grand Haven, MI.

The pay range for this position is $100000.00 - $125000.00/yr.

Competitive benefits provided directly by client.

This is a fully onsite position in Grand Haven,MI.

This position is anticipated to close on Aug 14, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.