Enterprise IT Operations Manager

SAIC•Colorado Springs, CO

10d•Onsite

About The Position

SAIC is seeking an experienced Enterprise IT Operations Manager to lead mission-critical IT operations for the NORAD/NORTHCOM NITES program in Colorado Springs, CO. This role is central to ensuring the availability, reliability, scalability, and security of systems that support the nation’s homeland defense mission. The ideal candidate is a seasoned IT operations leader with deep knowledge of IT Service Management (ITSM), enterprise O&M environments, and DoD operational standards. You will oversee large-scale IT operations, guide 85+ O&M personnel, and drive continuous improvement across a complex enterprise environment. As the Enterprise IT Operations Manager, you will serve as the central leader for daily IT operations, coordinating closely with command leadership, government partners, and OEM vendors. You will oversee enterprise services, enforce standardized processes, and ensure operational readiness and compliance within a high-stakes, mission-critical ecosystem.

Requirements

Experienced IT operations leader with deep knowledge of IT Service Management (ITSM), enterprise O&M environments, and DoD operational standards.
Ability to guide 85+ O&M personnel.
Experience driving continuous improvement across a complex enterprise environment.
Experience coordinating with command leadership, government partners, and OEM vendors.
Experience overseeing enterprise services.
Experience enforcing standardized processes.
Experience ensuring operational readiness and compliance.
Experience with ServiceNow/Ivanti platforms.
Experience with Change and Configuration Management.
Experience with proactive performance monitoring and root-cause analysis.
Experience leading cross-functional teams across Tier 1, Tier 2/3, and OEM/vendor support.
Experience establishing and overseeing key performance indicators (KPIs) and CSAT metrics.
Experience managing operational escalations and providing status updates to command leadership.
Knowledge of DoD cybersecurity frameworks including FedRAMP, NIST RMF, DISA STIGs, and CTO directives.
Experience coordinating vulnerability scanning, threat monitoring, and accelerated patching cycles.
Experience leading the full incident response lifecycle.

Nice To Haves

Experience with Network Operations Center (NOC) for real-time visibility.
Experience with enterprise dashboards such as Xtraction.
Experience with Stratusphere for proactive alerts.

Responsibilities

Direct and coordinate daily operations across the command’s IT infrastructure, leveraging the Network Operations Center (NOC) for real-time visibility into system health, service availability, and performance.
Support enterprise-wide IT initiatives and funded projects, ensuring alignment with Steering Group priorities and uninterrupted service delivery.
Enforce standardized ITSM, lifecycle management, and Service Request Fulfillment processes through TTPs using platforms such as ServiceNow/Ivanti.
Oversee Change and Configuration Management to maintain an accurate service catalog, ensure proper tracking of configuration items (CIs), and support rapid hardware/software provisioning.
Conduct proactive performance monitoring and root-cause analysis to identify optimizations and drive continual service improvements.
Lead and mentor cross-functional teams across Tier 1, Tier 2/3, and OEM/vendor support.
Establish and oversee key performance indicators (KPIs), CSAT metrics, and enterprise dashboards such as Xtraction.
Manage operational escalations using structured notification ladders and provide status updates to command leadership.
Ensure compliance with DoD cybersecurity frameworks including FedRAMP, NIST RMF, DISA STIGs, and CTO directives.
Coordinate vulnerability scanning, threat monitoring, and accelerated patching cycles.
Lead the full incident response lifecycle using Stratusphere for proactive alerts and CAB-governed change routing.