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Service Operations Manager

2 months ago

Chantilly, Virginia, United States ManTech Full time
Join Our Team at ManTech


Become a vital member of a diverse team at an industry-leading organization where our employees are prioritized.

At ManTech International Corporation, you will contribute to safeguarding our national security while engaging in innovative projects that provide opportunities for career growth.

We are currently seeking a dedicated and customer-focused Service Operations Manager to enhance our team.


Key Responsibilities:
  • In accordance with NIST SP Rev. 5 and the Army Enterprise Service Management Framework (AESMF), develop, document, and manage an enterprise service catalog and common control catalog that deliver tiered service support models.
  • Align network and cybersecurity operations services with business processes as outlined in ITIL v4, managing all relevant practices and sub-processes, while also aligning these with the functions and categories defined by the NIST Cyber Security Framework (CSF).
  • Monitor risks associated with all deliverables and proactively identify critical path items that may impact delivery.
  • Track and report on all valid Service Level Agreements (SLAs).
  • Achieve assigned key performance indicators (KPIs) and propose new KPIs that reflect the value delivered to customers.
  • Utilize problem-solving skills to provide solutions and collaborate with customers until resolution is achieved.
  • Serve as an ITIL expert in analyzing and enhancing existing processes, procedures, and methods to promote effective program operations through standardization and improvement.
  • Establish and maintain strong relationships with key stakeholders to ensure that program service requirements are understood and integrated into a framework of continuous improvement.
  • Foster a culture of continuous improvement and innovation to enhance customer experience and overall team excellence.
  • Oversee the configuration, development, support, and maintenance of ITSM tools and business processes.
  • Monitor customer satisfaction through regular interactions with customers and staff, building strong, trusting professional relationships.
  • Develop metrics and communicate as necessary to highlight contractor performance.

Basic Qualifications:
  • Bachelor's degree and over 10 years of relevant experience or equivalent.
  • Proven experience in creating and producing ITIL documentation (e.g., SLAs, OLA, Service Catalog, process alignment, procedure design, and service mapping).
  • Expertise in gathering requirements, analyzing existing workflows, and delivering suitable solutions using current ITSM platforms (ServiceNow, BMC-Helix, JIRA).
  • Contributing to architecture discussions and documenting code for secure application deployments.
  • Designing and developing process and solution integration, workflow design/configuration, and reporting.
  • Strong written and verbal communication skills, with the ability to create and deliver presentations to customers.
  • Self-motivated with a clear and defined mission.
  • Ability to thrive in a challenging environment.
  • Local travel may be necessary.

Preferred Qualifications:
  • 5+ years of project management and/or risk management experience with System Engineering projects.
  • Advanced ServiceNow certifications, such as Certified Application Developer (CAD).
  • Knowledge of JavaScript, XML, and JSON.
  • Experience with Agile software development methodologies.
  • PMP or equivalent project management certification.
  • ITIL 4 Foundation certification.
  • Experience with ITSM and ITAM tools.

Security Clearance Requirements:
  • Must be a U.S. Citizen.
  • Active and current Top Secret / SCI clearance.

Physical Requirements:

The individual in this role must be able to remain stationary for up to 50% of the time.

Occasional movement within the office is required to access file cabinets and office machinery.

Constant operation of a computer and other office productivity machinery is necessary.

Frequent communication with co-workers, management, and customers is essential, which may involve delivering presentations and exchanging accurate information.


Equal Opportunity Employer:

ManTech International Corporation is an equal opportunity employer. We do not discriminate against any employee or applicant for employment based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech, please reach out to our Corporate EEO Department.

ManTech is committed to affirmative action and encourages minorities, females, disabled individuals, and protected veterans to apply.