Service Operations Manager

Service Operations Manager

Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting the USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-facing projects involving the growth and sustainment of an enterprise service desk suite of tools specifically, ServiceNow. The Service Operations Manager will oversee the Service Desk multi-tiered team along with ServiceNow operations management to deliver solutions and day-to-day operations that ultimately ensure seamless support of the USAF to support an enhanced end user experience.

Candidate MUST:

• Be a US Citizen with active SECRET and eligibility to obtain SCI
• Be local to the San Antonio area and able to report on-site.

Service Operations Manager Primary Responsibilities:

• Operational Oversight: Manage the daily operations ensuring high performance, and reliability of ServiceNow systems and service.
• Team Leadership: Lead, mentor, and develop a team of ITSM staff, fostering a culture of collaboration and continuous improvement.
• Service Management: Implement and maintain best practices for service delivery, incident management, and problem resolution, ensuring compliance with SLAs and KPIs.
• Collaboration: Work closely with IT functional support teams, application development, and business to ensure alignment of cloud services with overall business objectives.

Additional Responsibilities Include:

• Setting team priorities, strategic vision, maintaining quality and product roadmaps.
• Conduct personnel performance reviews, review and sign timecards, and oversee Operation area leads.
• Establish organization policies, standards, and operating procedures.
• Create effective, deliverable technical proposal solutions/content that conform to requirements, win strategy, and corporate strategy.
• Foster and ensure a collaborative, service oriented, revenue driven environment.

Required Skills:

• Previous experience as an Operations Manager, minimum 5 years of recent experience.
• Proven experience leading teams and managing complex operational projects.
• A minimum of 5 years experience and strong knowledge of ServiceNow; including knowledge of ITSM and its capabilities as well as related modules.
• Strong knowledge and experience with Service Desk and service management best practices.
• Experience Leading Small to Intermediate teams.
• Local to the San Antonio area.
• U.S. Citizenship required.
• Active DoD Secret clearance and eligibility to obtain TS/SCI.
• Active DoD 8570 IAT Level II or equivalent DoD 8140 certification (e.g., Security+ CE, CCNA-Security, CySA +, GICSP, GSEC, CND, SSCP).
• Active ServiceNow Professional Implementer Certification.
• Demonstrated proficiency with ServiceNow ITSM modules including CMDB.
• ITIL v4 Foundation certification.
• Must be committed to adopting and adhering to best practices.
• Strong analytical and problem-solving skills.
• Ability to collaborate and work effectively in a team environment.
• Experience planning and prioritizing tasks across a team.
• Ability to interact positively, collaborate, and communicate appropriately with team members.
• Strong communication and collaboration skills, dealing with complex architectures, customers, and competing priorities.
• Experience driving performance of teams, identifying key performers, and mentoring staff.
• Ability to manage conflict effectively.
• Strong communication and collaboration skills supporting multiple stakeholders and business operations.
• Expertise in understanding and mitigating risks to business operations.
• Agile-based knowledge and skill. Competent understanding of ITSM processes and experience with agile methodologies like Scrum, Kanban, SAFe using technologies like Jira.
• Bachelor's degree with a minimum 8 years of relevant experience, or a master's degree with a minimum 6 years of experience. Equivalent work experience may be considered in lieu of a degree.
• Generally, has a minimum of 5 years of experience supervising or leading operations teams.

Preferred Qualifications:

• Experience integrating ServiceNow with Atlassian tools such as Jira and Confluence.
• Active Project Management Professional Certification.
• Active ServiceNow Practitioner Technical Project Manager Certification.
• Active ServiceNow Project Portfolio Management Certification.
• A minimum of 2 years of experience as ServiceNow Developer, ServiceNow Solutions Architect.
• A minimum of 2 years leading ServiceNow development teams.
• A minimum of 3 years of experience with developing ServiceNow solutions across various platform applications, such as ITSM, ITOM (HAM and SAM), ITBM, CSM, SecOps, GRC, HR.

Come break things (in a good way). Then build them smarter. We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."