Service Operations Manager

    Baltimore, MD 21244
    Similar jobs pay $36.66 - $71.50

    Job Description


    Job Description:

    The Government health and safety solutions is hiring a Service Operations Manager to support a large healthcare contract in Baltimore.
    • Technical Responsibilities:
    Under the direction of the Program Manager and Deputy Program Manager, the Service Operations Lead provides oversight and manages all operational engineering activities for the program. These include:
    • Manage financial performance of your organization, including establishing budget, controlling expenses, identify and control risks, and maintain management reserve
    • Setting team priorities, strategic vision, maintain 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
    • Ensure assets are properly maintained in CMDB via automation
    • Provide Tier 2 support for all incidents and ensure resolution within established SLAs
    • Provide escalation for team leads during Severity 1 incidents
    • Monitor Service requests and Change requests to ensure accurate completion of work by teams on schedule
    • Provide feedback to Engineering teams on new capabilities, service improvements, and efficiencies needed by the operations team
    • Voting member of the Engineering Review Board that ensures consistency in product development and application deployments
    • Ensure new systems meeting operational pre-requisites before assuming operational ownership
    • Manage and maintain all infrastructure (servers, storage, network, appliances, etc...) across program
    • Manage WebSphere, Database administration, SharePoint, and XML Gateway services across the different computing platform services.
    Management Responsibilities:
    • Manage team of experienced, independent professionals
    • Ensure distribution of assignments and tasking to ensure complete coverage of all assigned tasks.
    • Ensure operational environment remains operational.
    • Ensure tasks are completed as planned.
    • Complete service and change requests on schedule.
    • Manage and optimize costs with close focus on under runs and over runs.
    • You will be responsible for financial management of your team, which includes hardware, software, and staffing.
    • Manage all your assets, refresh them on appropriate schedules, and ensure they are tracked properly in the CMDB.
    • Manage all personnel needs and interact with HR when required.
    • Perform annual personnel write-ups and reviews.
    • Ensure personnel performance.
    • Review and approve weekly personnel approvals.
    • Ensure that any technical proposal needs are supported.
    Required Skills:
    • Previous experience with cloud operations
    • Strong communication and collaboration skills, dealing with complex architectures supporting multiple stakeholders and business operations.
    • Experience driving performance of remote teams, identifying key performers, and mentoring staff
    • Expertise in understanding and mitigating risks to business operations.
    • Broad experience in WebSphere, Database, and XML Gateway Operations.
    • Strong communication and collaboration skills, dealing with complex architectures supporting multiple stakeholders and business operations.
    • Expertise in managing network architecture projects and operations across multiple IT disciplines.
    • Expertise in understanding and mitigating risks to business operations.
    • Broad understanding of developing and building leading edge IT technologies in network and cloud services is a must
    • Ability to complete the responsibilities outlined above.
    • Previous experience managing operations with teams of 50 or larger.
    • Intermediate level capability with Microsoft Project with the ability to build a range of project, and program schedules.
    • Ability to resource load schedules and properly estimate relationships and durations.
    • Good - Excellent writing and verbal communication skills.
    • Ability to manage conflict effectively.
    • Ability to adapt and be productive in a dynamic environment.
    • Strong communication and collaboration skills supporting multiple stakeholders and business operations.
    • Expertise in understanding and mitigating risks to business operations.
    • Self-starter, self-managed, and a team player.
    • Program schedule, cost, scope, and performance knowledge.
    • Agile-based knowledge and skill.
    • BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience. Experience may be substituted in lieu of degree.
    • Generally has 4+ years of experience supervising or leading operations teams.
    • Previous experienced in developing strategic plans for deployment of network and security services system architecture, and systems upgrades a plus.
    • Previous experience as a Lead Engineer or Chief Architect with hands-on experience in multiple, diverse network, systems and security technologies a plus.
    Recommended Education
    • Project Management Professional (PMP) certification
    • ITIL certification
    Required Clearance
    • Ability to obtain a Public Trust clearance
    All candidates supporting the CMS programs must havelived in theUnited Statesatleastthree(3)out ofthelastfive(5)yearsprior in order to be considered.

    External Referral Bonus:Eligible

    Potential for Telework:Yes

    Clearance Level Required:Public Trust


    Scheduled Weekly Hours:40


    Requisition Category:Professional

    Job Family:Technology ManagementLeidos

    Leidos is a Fortune 500 information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit

    Pay and Benefits

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    Commitment to Diversity

    All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

    Posting ID: 559416505Posted: 2020-07-01