Operations Manager

Description

• The Operations Manager shall be responsible for the delivery of IT service and projects from engineering to operations and shall be the service owner for all end-user and customer-facing IT services and solutions, and shall ensure end-to-end delivery of services based on Government-approved ITSM processes consistent with industry best practices.
• The Operations Manager shall lead the analysis, planning and implementation of ITSM initiatives in support of customer operations and ensure its alignment with industry best practices and ITIL approaches.
• The Operations Manager shall identify IT operational requirements, provide day-to-day leadership and quality control, and provide expertise on best practices to continually improve the program implementation of ITIL practices with the goal of exceeding performance objectives and reducing costs and schedule.
• The Operations Manager serves as the patch and device configuration lead, ensuring that all customer-supported devices and systems are configured and have installed, the latest patches to meet all cybersecurity and operational requirements
• Provide a flexible enterprise IT environment that can meet changing strategic goals and priorities as well as demands for capacity and new capabilities that support the customer mission.
• Provide the expertise, best practices, and agility to meet the constant changes and evolution of the enterprise IT environment.
• Maintain working partnerships at all levels of the organization (i.e., strategic, tactical, and operational) to cohesively design, implement, and maintain networks, systems, applications, and technology within the enterprise.
• Work with all parts of customer org., including other third-party contractors, to integrate and improve all aspects of the IT infrastructure.
• Maintain awareness and transparency on Service Level Agreements (SLAs) and performance measurements within the task.
• The Operations Manager shall utilize expert communication skills needed to direct the skilled technical resources and report on the technical progress, issues, and problem areas, as well as write and review technical documents

• Bachelor's degree and 8+ years' relevant experience or a Master's degree and 6+ years' relevant experience. Additional relevant experience will be considered in lieu of a Bachelors degree.
• ITIL® V3 Expert Level Certification or ITIL V4 equivalent or ability to obtain certification
• Possesses a current DoD 8570 IAM level I Certification or ability to obtain certification
• Must have an active DoD Secret security clearance.
• 5+ years of experience in managing Enterprise IT operations, including implementation of ITIL best practices.
• Possess excellent interpersonal and communication skills;
• Ability to work well with people from many different disciplines with varying degrees of technical experience
• Excellent verbal and written communication skills.
• Ability to multi-task and work in a dynamic, fast-pace environment.
• Demonstrated ability to participate in cross-functional planning, coordination, and task execution

• 5+ years of experience managing the device configuration and patch management for an enterprise operation.
• 5+ years of experience managing service desk teams supporting the program requirement
• 5+ years of experience in communicating with Government personnel, including agency executives.
• 5+ years of experience providing performance-based customer service support against multiple performance metrics in the Federal Marketplace.