Sr Manager - Service Delivery (Tier 1 Support

Sr Manager - Kiewit Service Delivery (Tier 1 Support)

Location:

Omaha, NE, US

Requisition :181669

Job Level:Senior Level

Market:Corporate Home Office

Employment Type:Full Time

Kiewit is seeking an innovative, transformational leader to serve as Sr. Manager of Kiewit Service Delivery (KSD) Tier 1 Support team. KSD serves as the front door for operational support of Kiewit Construction, Engineering, and Home Office departments across Technology, HR, Finance, Access Management, and other Shared Services. This leader owns the strategy, performance, and evolution of enterprise support services relied on by thousands of employees, both staff and craft, transforming a traditional, reactive support model into a modern, proactive Employee Experience Delivery organization powered by automation, AI, digital self-service, and data-driven service management.

This position requires a leader who balances operational discipline with innovation, inspires teams through change, and builds strategic partnerships across business and technology organizations. Success is measured not only by operational performance, but by continuously improving how support is delivered through standardization, automation, and cross-functional collaboration.

Kiewit Technology Group (KTG) builds and supports solutions to enable our company'sexpansiveoperations. Our mission is to deliver projectscheduleand cost certainty by employing technology designed by and for the construction and engineering industry. Our teamutilizessystems and tools that manage every part of Kiewit's business and the project lifecycle to improve planning and day-to-day execution in the field. We give our people real-time data to make faster, smarter decisions.

This is a full time in office role located on our LaVista, NE campus. This role requires on-site daily attendance. We are not offering relocation support for this role.

• Lead all aspects of Tier 1 Support operations phone, chat, ticket, and self-service channels ensuring exceptional customer experiences while meeting SLAs and operational targets.
• Drive continuous improvement in service quality, responsiveness, and efficiency; establish a culture of accountability, ownership, and customer-centric thinking.
• Define executive metrics that measure operational health rather than activity only.
• Build dashboards that provide visibility into customer experience, capacity, automation value, workforce health, and organizational risk.
• Translate operational data into strategic recommendations for leadership.
• Establish governance standards for service onboarding, documentation, reporting, and operational readiness, and build executive dashboards that translate operational data into strategic recommendations for senior leadership.

• Develop and execute the vision and roadmap to transform support from a reactive, transaction-based model into a proactive, experience-driven organization.
• Design modern support and expand self-service capabilities, knowledge management, and service catalogs that prioritize speed, simplicity, and user satisfaction.
• Use service analytics and user feedback to increase self-service adoption and shift work to the lowest appropriate tier through documentation, training, and automation.
• Identify opportunities to automate repetitive support activities through workflow automation, AI, virtual agents, and intelligent orchestration.
• Partner with technology teams and vendors to deploy AI-assisted support models and establish governance and measurement practices for automation investments.
• Lead, coach, and develop managers, supervisors, and support professionals, establishing clear performance expectations and career development opportunities.
• Foster a culture of innovation, continuous learning, and employee engagement, building future-ready capabilities across the organization.

• Build strong relationships with business leaders, technology teams, HR, and support partners, serving as a trusted advisor on support strategy and emerging technologies.
• Influence enterprise decisions that improve support capabilities and employee productivity, and communicate transformation plans and outcomes to executive leadership.

• Strategic thinking and planning
• customer and employee experience focus
• innovation and continuous improvement
• change leadership
• data-driven decision making
• operational excellence
• talent development
• executive communication
• collaboration and cross-functional influence
• business partnership

This leader will modernize Tier 1 Support into a digitally enabled employee experience organization; significantly increase automation and self-service adoption; improve customer satisfaction and employee productivity; reduce demand through proactive, knowledge-driven resolution; and build a scalable operating model that positions Kiewit Service Delivery as a…