Sr Mgr Operations and Service Delivery

Job description

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives.

Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better.

The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe.

PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector.

To learn more, visit www.publicconsultinggroup.com .

**Sr. Manager, Operations and Service Delivery**

The Sr. Manager, Operations and Service Delivery leads operational functions for the South Region case management portfolio.

This role is accountable for overall case management project operations—including data operations, product management, and customer service support—to ensure timely, high-quality delivery across the region.

**Strategic & Operational Leadership**

+ Direct and be accountable for business operations activities across the South region’s portfolio.
+ Identify technology innovations to improve regional efficiency and recommend solutions for evolving business needs.
+ Monitor projects to ensure alignment with the strategic blueprint; communicate changes promptly to project teams.

**Service Delivery**

+ Oversee regional service delivery operations, ensuring service delivery processes are effective and consistently followed by all team members.
+ Work with functional teams to guarantee day-to-day services meet client needs, contractual obligations, and deliver value.
+ Ensure all reported issues are documented via approved task management tools (Zendesk for client-facing, Jira for internal).
+ Determine adjustments to operations as business needs change.
+ Serve as the direct project manager for assigned projects.

**Client Engagement & Satisfaction**

+ Uphold high levels of client satisfaction by ensuring cross-functional teams deliver high-quality, on-time services—particularly regarding EDPlan system features and functionality.
+ Understand each project’s/program’s strategic business initiatives and pain points.
+ Support the Client Management team in proactively monitoring renewal risk factors (product usage, customer satisfaction, training needs) and engage clients to increase usage.
+ Assist the Client Management team to ensure clients leverage our products effectively and derive value from services.
+ Collaborate with the Client Management team to resolve escalated issues and risks, serving as an escalation point for project-prioritization concerns.
+ Identify and escalate unresolved risks or issues to executive management as needed.

**Risk, Issue & Escalation Management**

+ Work with Functional, Development, and Client Management teams to resolve escalated issues and risks in a timely manner.
+ Ensure service delivery processes continue uninterrupted by promptly addressing resource constraints and conflicts.
+ Identify risks and escalate them when resolutions are at risk of falling behind schedule or expectations.

**Team Leadership & Development**

+ Ensure direct reports manage their activities and new work efforts according to defined service delivery processes.
+ Train and coach all direct reports on their duties and responsibilities, developing and delivering onboarding plans for new team members with rigorous support systems.
+ Approve expense reports and timesheets for team members.
+ Work with direct reports to implement effective problem-solving strategies and other training initiatives.
+ Foster a culture of collaboration—direct the team toward consistent procedures, processes, and documentation across all functional areas.

**Reporting & Analytics**

+ Provide regular updates to executive leadership on project status, risks, resource constraints, and next steps.
+ Coordinate with the Client Management Team to report account information and financial impacts to executive stakeholders.

#LI

#LI-KA

#EDU

**Compensation:**

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.

As required by applicable law, PCG provides a reasonable range of compensation for this role.

In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

**As required by applicable law, PCG provides the following reasonable range of compensation for this role: $95,000-$115,000.

In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.**

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

**EEO Statement:**

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.

We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences.

At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.

We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.

PCG will not tolerate discrimination or harassment based on any of these characteristics.

PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.
Public Consulting Group is an equal opportunity employer.

All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability.

VEVRAA Federal Contractor.

Required Skill Profession

Other General