Global Network Operations and Security Center (GNOSC) Service Delivery Manager (SDM)

LaunchTech•Colorado Springs, CO

9d•$130,000 - $155,000•Onsite

About The Position

LaunchTech is a veteran-owned company seeking dynamic professionals to join their growing Crew. This role directly supports the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract. The Global Network Operations and Security Center (GNOSC) Service Delivery Manager (SDM) assists in providing critical leadership and oversight for the 24/7 Global Network Operations and Security Center (GNOSC) supporting the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract. This role is responsible for the overall health, stability, and continuous operation of the enterprise IT infrastructure. The GNOSC SDM will assist in leading a diverse team of Watch Officers, Network Operations Center (NOC) Engineers, and Mission Support Team (MST) Engineers, ensuring operational continuity, effective incident management, and seamless communication with executive management and Government stakeholders.

Requirements

Must have 10, or more, years of general (full-time) work experience (May be reduced with completion of advanced education).
Must have 5, or more, years of progressive experience in IT operations management, network control center (NCC), or enterprise operations center (EOC) roles.
Must have 1, or more, years of direct personnel management or team leadership experience in a complex, 24/7 IT environment.
Must have a current DoD 8570.01 IAT Level II Certification (e.g., CompTIA Security+ CE) or higher (IAM Level II/III preferred, such as CISM or CISSP).
Must have an active DoW Secret Security Clearance.
Have exceptional verbal and written communication skills with a proven track record of briefing senior military and civilian leadership.

Nice To Haves

Have an active DoW Top Secret Security Clearance.
Have a bachelor's degree (or higher) in Computer Science, Information Technology, Cybersecurity, or a related field.
Have extensive experience leading metrics-based IT Operations and Maintenance (O&M) teams within a DoD or MDA environment.
Have an advanced understanding of the ITIL framework with related certifications (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional, or Strategic Leader).
Be familiar with enterprise monitoring, ticketing, and security toolsets utilized by the team, including Remedy, and SNMP monitoring tools (e.g. SolarWinds and Structure Ware Datacenter).
Have a working technical background in network engineering, systems administration (Windows/Linux), or cybersecurity operations.
Have experience running operations centers for large complex organizations.
Have an understanding of military organizations and structures.
Have experience working with DISA and DREN.

Responsibilities

Directs daily activities of the continuous 24x7x365 GNOSC environment.
Provide administrative and technical oversight to Watch Officers, NOC Engineers and MST Engineers.
Serve as an escalation point for complex IT incidents, outages, and service degradations.
Ensure that all incidents are effectively escalated, managed, and resolved within established service level agreements (SLAs).
Provide full communication of status, remediation plans, and operational actions to executive leadership and the Government customer.
Oversee ITIL-based continual service improvement initiatives to minimize risk to services and operational networks.
Coordinate the Mission Support Schedule with the MST Lead, NOC Lead and Senior Watch Officer (SWO) to ensure all CIO assets directly support event requirements, exercises, and war games in a geographically distributed enterprise.
Ensure team compliance with Tier III Information Assurance practices, IT security governance, and DoD 8570/8140 requirements.
Champion metrics-based IT Operations and Maintenance (O&M) and oversee Quality Assurance/Quality Control Inspection processes.
Serve as the primary CAM, managing the GNOSC Charge Codes, validating the Estimate to Completion (ETC) and the Variance Analysis Report (VAR).
Ensures the GNOSC accounts stay within the prescribed thresholds set by the contract.
Working with the GNOSC Manager to determine appropriate position fills, back fills, and team manning.
Serves as primary hiring manager for the GNOSC; works with SWO, NOC Lead, and MST Lead to ensure a competitive and through hiring process.