Operations Manager

Description

Leidos’ Digital Modernization Sector | Space, Air Force, & Defense Agencies (SpADe) Division is seeking an experienced Cloud Operations Manager to support the U.S. Air Force Cloud One Architecture and Common Shared Services contract.

This is an exciting opportunity to use your experience modernizing a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

This role will focus on managing daily IT operations to ensure high performance, reliability, and alignment with business objectives. The Cloud Operations Manager will provide leadership and mentorship to ITSM staff, fostering collaboration, continuous improvement, and adherence to organizational policies and standards. The successful candidate oversees service management processes, including incident and problem resolution, monitoring SLAs and KPIs, and implementing proactive corrective actions.

The manager will coordinate operational planning and execution, managing staffing and subcontractors within the operations organization. There will be a focus on driving continuous improvement by optimizing operational practices, enhancing service delivery, and maintaining strategic vision, team priorities, and product roadmaps. The Cloud Operations Manager will be an integral part of the team that interacts with the customer to ensure satisfaction and assist with business growth and new task orders;

the role requires partnership with multiple areas within Leidos to achieve business objectives in a dynamic environment with evolving program and proposal requirements.

* Please note - the position is based near Hanscom AFB (Boston, MA) with telework/remote part of the time. Travel may be required to D.C. or other program locations to support customer or corporate meetings/events.

Primary Responsibilities:

• Operational Oversight:
  Manage the daily operations ensuring high performance, and reliability of systems and services
• 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
• Manages operations staffing including hiring and employee management while ensuring cleared and certified personnel are aligned to requirements
• Organize, direct and coordinate planning and execution of operational activities, and review the work of subordinates, including subcontractors, to ensure that the schedule, standards, and reporting responsibilities are met.
• Identify and mitigate risks that could impact program success, develop risk mitigation strategies, and facilitate resolution.
• Provides leadership during Transition-In, ensuring continuity of operations, minimal disruption to mission-critical services, and effective risk identification and mitigation.
• Oversees achievement and reporting of PRS/SLA metrics, implementing proactive monitoring and corrective actions to maintain and exceed service levels.
• Setting team priorities, strategic vision, maintaining quality and product roadmaps.
• Establish organization policies, standards, and operating procedures.
• Monitor Service requests and Change requests to ensure accurate completion of work by teams on schedule.
• Project Monitoring and Control:
  Tracking project progress, monitoring performance against established SLA’s, metrics, and taking corrective actions as needed.
• Quality Assurance:
  Ensuring that all project deliverables meet defined quality standards and requirements.
• Continuous Improvement:
  Identifying opportunities to improve operational practices and documentation to enhance delivery quality and speed. Provide feedback to teams on new capabilities, service improvements, and efficiencies needed by the operations team.
• Oversee security and process audits maintaining compliance, responding to vulnerability scans, and providing audit…