Operations & Network Applications Services Lead (MD)

MD, USA

This requirement supports DISA DoDNET. An overview of the program can be found here: https://info.tangoalpha3.com/hubfs/Presentations/Candidate%20Presentation/DoDNet%20Overview%20Program%20&%20Open%20Requirements-1.pdf


The Operations Network and Applications Services Lead leads activities associated with effectively establishing, monitoring, and managing ITSM processes in a DoD organization. The position requires a high degree of expertise with ITSM processes within the government sector. The candidate must be able effectively to manage and oversee support and implementation in a multi-divisional workforce. The selected candidate will have experience defining, implementing, managing, and improving IT service management processes ensuring that services are defined and efficiently executed. The candidate shall have experience leading multi-functional teams of engineers, developers, enterprise architects, system admins, and cyber analysts to support and ensure monitoring, notifications, and tracking of system outages to support maintaining operational capability. Have and understanding and appreciation for inclusion and adherence to cybersecurity standards. The candidate will develop and execute IT standard operations procedures, governance processes, policies, standards, and procedures to deliver quality IT services and improve monitoring, reporting, and execution effectiveness. 

 

Responsibilities: 

  • Leads the Operations Network and Applications Services multi-functional team
  • Lead, support, author various documents such as SOPs, Briefing Charts, governance, various program and project plans
  • Supports and oversees the implementation and improvement of ITSM processes by utilizing, leveraging, and tailoring industry best practices
  • Oversees ITSM initiatives and structure to support IT Service Management, and act as a conduit and/or resource to support the implementation of ServiceNow and to add needed fields, reports, and modules to improve reporting and automate processes and reports generation
  • Lead and facilitate cross-functional support, communications, and interaction to build a seamless technical support to the customer and DoDNet migration activities and efforts
  • Perform and conduct programmatic activities and assessments required to evaluate productivity and management methods such as quality assurance, process/status reports, and support program management reviews to include development of program artifacts
  • Responsible for providing executive level briefings that identify major architecture components and drafting executive level documentation that summarizes technical architecture, system status, and project status and information as needed (to include diagrams that describe components, dependencies, and key risks
  • Develop tactics and processes with the customer in areas such as performance metrics, escalation change management, ITSM, and communication
  • Ensures that the proper processes and policies are aligned particularly for Service support functions including Change, Release, and Configuration Management
  • Guides and manages the implementation of the Change, Release and Configuration Management plan, principles, and processes with the Change Manager
  • Identifies and manages all service-related risks, impact and issues to new and existing services throughout the life cycle of projects
  • Assists leadership in establishing and reviewing priorities, milestones, and risk for process implementation and improvements
  • Advise and support project, operations, and organizational efficiency; plan/implement change initiatives as required, identify risks, assumptions, and mitigation plans
  • Lead, oversee, and conduct analysis of alternatives and develop courses of action with pros, cons, risks, and assumptions, developing recommendations
  • Supports the development and monitoring of trends in customer satisfaction (scorecards, customer surveys, meetings, etc.)
  • Continuously reviews all activities, identify areas of weakness, instigate resolutions, and recommend proactive improvements
  • Have flexible working hours to be available to support team when needed 
  • Perform all other duties as assigned 

 

Knowledge and Skills: 

  • Ability to lead multi-functional team, IPTs, and build coalitions between functional areas, customers, and those with competing goals
  • Ability to work independently without supervision
  • Excellent verbal and written communication skills 
  • Mentor, train, and support customer relations outreach and advocacy to improve processes, support, and acceptance of capabilities and services
  • Ability to organize and facilitate planning and demonstrations 
  • Ability to track, manage, and ensure project tasks are completed in a timely manner
  • Agile methodologies, scrums, and supporting activities 


Technical Knowledge 

  • Experience with DISA Knowledge Management processes is a plus
  • Proven experience or demonstrated capability in leading IT teams in complex and transformational initiatives in dynamic environments
  • Exceptional leadership skills with the ability to execute on a service-oriented vision that inspires and motivates staff and aligns to the IT and Business strategy of the organization
  • ServiceNow or Remedy ITSM implementation 


Education and Experience: 

  • Bachelor’s Degree 
  • 10+ years of experience in IT services and support experience in the IT and/or business industry, preferably in the DoD or Federal Government sector implementing customer-centric based support and management of personnel, processes, and procedures
  • Program Management and multi-functional team lead experience
  • Acquisition management training and experience
  • 3+ yrs ServiceNow ITSM experience desired

 

Clearance/Citizenship:

  • Secret
  • Must be US Citizen

Location: Fort Meade, MD  **This position will involve occasional travel**