Account Operations Manager :: Hybrid - Columbus OH

Title: Account Operations Manager
Location: Hybrid - Columbus OH
Duration: Full-Time

Role Overview

We re looking for an Account Operations Manager who can blend strong technical support experience with relationship-focused client management. This role supports multiple business partners, ensures smooth service delivery, and drives continuous improvement across IT operations. You ll be the go-to point of contact for escalations, performance reviews, and operational alignment ideal for someone who naturally balances technical depth with polished communication.

Key Responsibilities

• Build strong working relationships with client stakeholders and internal delivery teams
• Understand business needs and translate them into actionable technical requirements
• Function as the primary escalation point for service issues and technical inquiries
• Track service delivery performance and ensure commitments are consistently met
• Prepare root cause analyses and follow-up action plans after major incidents
• Lead account review meetings, strategy discussions, and status presentations
• Identify opportunities to streamline processes, enhance service quality, and introduce improvements
• Monitor account metrics and generate regular performance reporting
• Prioritize and coordinate multiple concurrent initiatives across assigned accounts
• Stay updated on emerging technologies relevant to client environments

Must-Have Skills (Highly Specific What the Client Truly Wants)

These are non-negotiable and should be clearly visible on a resume:

1. ServiceNow Hands-on experience with Incident, Problem, Change, and reporting
2. ITIL v3 or v4 Certification Required (not optional)
3. Healthcare or Medicaid industry experience Must have direct exposure
4. 3+ years in technical support or service desk operations
5. Strong understanding of Windows & Linux operating environments
6. Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, etc.)
7. Experience generating detailed Root Cause Analysis documentation
8. Ability to monitor SLAs, interpret performance metrics, and drive service improvements
9. Professional communication and client-facing escalation handling
10. Ability to manage multiple technical projects or operational workstreams at once

Preferred Skills

(Not required, but adds value)

• Experience managing multiple account portfolios
• Familiarity with cloud-based tools or enterprise architectures
• Exposure to process automations or optimization initiatives
• Experience preparing executive-level reports and dashboards

Don t Apply If

• You have no experience in healthcare or Medicaid systems
• You are not ITIL certified
• You have never worked with ServiceNow
• You do not have at least 3 years of hands-on technical support experience
• You cannot handle on-call responsibilities when needed
• You lack foundational skills in Windows, Linux, or networking basics