Description
We are seeking a highly motivated and experienced Operations Deputy Service Delivery Manager to join our team onsite at Scott Air Force Base, Illinois, supporting the Defense Information Systems Agency (DISA).
As the Deputy Operations Service Delivery Manager, you will serve as a key leader on a high-visibility, mission-critical DISA program, helping direct operational execution, optimize workforce performance, strengthen customer relationships, and drive innovation and continuous improvement.
Primary Responsibilities:
- Program Execution: Support the SDM in planning, coordinating, and executing operations to meet mission objectives and contractual requirements.
- Operational Leadership: Oversee daily NOC operations, functional leaders, and technical personnel to ensure mission readiness and operational excellence.
- Personnel Management: Manage recruitment, staffing, training, performance evaluations, employee development, recognition, compensation recommendations, and disciplinary actions.
- Contract Performance: Monitor SLAs, performance metrics, and contractual requirements; implement corrective actions to address deficiencies.
- Financial Management: Support budget execution, resource allocation, staffing forecasts, and schedule management to meet program objectives.
- Risk and Issue Management: Identify, assess, and mitigate operational risks, resolve complex issues, and execute corrective action plans.
- Customer Engagement: Collaborate with Government customers, subcontractors, and stakeholders to resolve challenges and achieve mission priorities.
- Reporting and Accountability: Provide operational updates, performance reports, and actionable recommendations to program leadership and Government stakeholders.
- Operational Coordination: Manage multiple concurrent activities, establish priorities, and ensure timely execution of operational action plans.
- Innovation and Process Improvement: Drive automation, enterprise monitoring enhancements, process standardization, and cost-saving initiatives to improve NOC efficiency and mission performance.
- Travel: Occasional travel may be required to support operational and customer engagements.
Required qualifications:
- Network Operations Leadership: Proven experience managing mission-critical, 24x7 NOC or enterprise network operations.
- Team Management: Demonstrated success leading large, geographically dispersed technical teams, driving accountability and operational performance.
- Contract Management: Experience directing contractor personnel, managing technical activities, and ensuring compliance with contractual performance requirements.
- IT Service Management: Strong knowledge of incident, problem, and trouble management, service restoration, continuity of operations, and ITIL best practices.
- Technical Expertise: Working knowledge of enterprise network architectures and protocols, including BGP, OSPF, DHCP, DNS, TCP/IP, WAN, VPN, VLAN, and VRF.
- Workforce Development: Experience recruiting, training, mentoring, and retaining high-performing technical personnel.
- Communication and Customer Engagement: Excellent communication, presentation, and interpersonal skills, with demonstrated success engaging senior leadership and Government customers.
- Problem-Solving and Decision-Making: Ability to independently assess operational challenges, prioritize competing demands, mitigate risks, and implement effective solutions.
- Leadership and Initiative: Self-motivated, results-driven leader capable of operating independently in a fast-paced, mission-critical environment.
- Security Clearance: Active DoD Secret clearance with eligibility for TS/SCI.
- Education and Experience: BA/BS or equivalent experience with 5+ years of relevant experience, or MS with 3+ years of relevant experience.
Desired Qualifications:
- Experience working with ServiceNow
- ITIL certification
- DoD 8570 certification at IAT level II, Security+ CE