Deputy Operations Manager

Leidos•Concord, MA

1d•Onsite

About The Position

Leidos is seeking a Deputy Operations Manager to support the U.S. Air Force Cloud One Architecture and Common Shared Services contract. This role involves modernizing a leading, global-scale multi-cloud environment (Azure, AWS, OCI, and GCP) to support the USAF's mission resilience, security, and cost-effectiveness. The position focuses on managing daily IT operations to ensure high performance, reliability, and alignment with business objectives. It also includes providing leadership and mentorship to ITSM staff, fostering collaboration, continuous improvement, and adherence to agile organizational policies and standards.

Requirements

Bachelor’s degree and 8+ years’ relevant experience or a Master’s degree and 6 years’ relevant experience.
5 years’ experience leading teams or projects.
Experience supporting mission-critical IT operations within high-availability, enterprise environments.
Experience with incident management, technical troubleshooting, service restoration, log and trend analysis, and root cause analysis (RCA).
Experience supporting cloud environments and performing enterprise systems administration.
Experience collaborating with customers, technical teams, and key stakeholders to resolve incidents, address service issues, and meet operational requirements.
Experience using IT service management (ITSM) and support ticketing systems to track, manage, and resolve incidents and service requests.
Strong communication, leadership, organizational, problem-solving, and time management skills.
Must have an active DoD Secret security clearance.

Nice To Haves

4+ years of experience managing the device configuration and patch management for an enterprise operation of a similar size, scope and complexity.
4+ years of experience managing service desk teams supporting the requirement that are similar in size, scope, and complexity to this customers environment.
4+ years of experience in communicating with Government personnel, including agency executives.

Responsibilities

Oversee IT service management processes, including incident and problem management, SLA and KPI performance, and the implementation of proactive corrective actions to improve service reliability and operational performance.
Lead a multidisciplinary operations organization consisting of multi-cloud engineers, network engineers, Site Reliability Engineers (SREs), and Tier 2/3 service desk personnel supporting more than 60 mission-critical DoD applications and systems.
Direct operational planning and execution, including workforce planning, staffing, resource allocation, subcontractor management, and prioritization of operational requirements across the organization.
Establish operational priorities and drive continuous improvement initiatives that optimize processes, enhance service delivery, improve efficiency, and align operations with program strategy and product roadmaps.
Serve as a key operational leader and customer interface, building strong customer relationships, addressing evolving mission requirements, ensuring service satisfaction, and supporting business growth and new task order opportunities.
Partner with program leadership, IT functional teams, application development teams, engineering organizations, and business stakeholders to align cloud services and operational capabilities with mission and business objectives.
Provide leadership and guidance on Agile and operational best practices to improve organizational performance, increase delivery effectiveness, reduce costs, and improve schedule execution.
Lead organizational change and drive execution across complex, cross-functional, and matrixed teams, ensuring alignment of resources, priorities, and operational objectives.
Assess operational performance, identify risks and areas for improvement, and communicate strategy, operational health, performance metrics, and incident action plans to program and executive leadership.
Provide leadership during major incidents and operational challenges, coordinating cross-functional response activities, establishing priorities, and driving issues through resolution.
Oversee security, compliance, and process audit activities, including vulnerability remediation, audit responses, risk mitigation, and delivery of required compliance artifacts.
Make informed operational decisions and effectively prioritize competing mission, customer, and organizational requirements within a high-pressure, mission-critical environment.
Evaluate technology and application lifecycles, identify operational risks and modernization opportunities, and translate technical requirements into actionable strategies and recommendations for program leadership and customer organizations.
Mentor and develop operations leaders and technical staff, promoting accountability, collaboration, technical excellence, and a culture of continuous improvement across the organization.