IT Service and Operations Manager

Johns Hopkins Applied Physics Laboratory•Laurel, MD

About The Position

The IT Service and Operations Manager leads and coordinates the delivery, performance, and continual improvement of classified IT services supporting APL’s national security missions. The role coordinates operational activities across multiple systems, programs, and functional teams to ensure consistent execution aligned with mission requirements, cybersecurity standards, and regulatory obligations. The manager leads service delivery and operations across technical teams, sets operational priorities, manages dependencies, and oversees recurring activities such as patch management, vulnerability scanning, account administration, security auditing, and POA&M management. The role tailors service delivery to customer mission needs while integrating cybersecurity, compliance, system administration, and related services. Working with ISSMs, ISSOs, System Administrators, and other specialists, the manager plans and resolves cross-functional operational challenges, evaluates performance and risks, analyzes root causes, and implements corrective actions and improvements. The role also develops performance metrics and reporting, communicates trends and recommendations to program managers and functional leaders, manages customer-specific operational plans and service commitments, and improves workflows using platforms such as ServiceNow, Jira, or similar tools.

Requirements

Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, or a related field.
At least 8 years of progressively responsible experience in IT operations, service delivery, cybersecurity, compliance, or system administration, including support for classified IT environments.
Demonstrated experience applying technical knowledge to manage IT service delivery, evaluate operational challenges, and develop solutions across multiple systems and functional teams.
Solid understanding of RMF, NIST SP 800-53, JSIG, and/or CNSSI 1253.
Experience managing or supervising technical operations such as patch management, vulnerability scanning, account administration, security auditing, and POA&M management.
Demonstrated experience leading technical activities in a matrixed environment, negotiating priorities, resolving competing requirements, and driving accountability without direct supervisory authority.
Experience developing metrics, analyzing performance, identifying risks, and implementing service delivery improvements.
Strong analytical, problem-solving, communication, and organizational skills.
Active TS/SCI+poly security clearance; selected candidates are subject to a government security clearance investigation and must meet requirements for access to classified information, including U.S. citizenship.

Nice To Haves

Experience managing service provision and performance across multiple classified IT systems, services, or programs simultaneously.
Experience developing and implementing operational governance, service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), or performance reporting frameworks.
Experience applying ITIL or other recognized IT service management frameworks to improve operational effectiveness and service delivery.
Experience leading technical operations improvement initiatives, standardizing service delivery practices, or implementing workflow automation across multiple technical teams.
Experience using ServiceNow, Jira, Power BI, or similar platforms for operational workflow management, performance analysis, and reporting.
Experience evaluating operational risks, negotiating competing technical and mission requirements, and developing service delivery solutions in sophisticated, compliance-driven environments.
Demonstrated success implementing measurable improvements in service reliability, efficiency, accountability, or customer satisfaction.

Responsibilities

Lead delivery and operations management of classified IT services across multiple systems and technical teams.
Establish operational priorities, manage technical dependencies, and drive recurring activities, including patch management, vulnerability scanning, account administration, security auditing, and POA&M management.
Analyze customer mission requirements and develop service delivery approaches that integrate cybersecurity, compliance, system administration, and other services.
Coordinate operational adjustments with functional teams to accommodate mission needs while maintaining established standards and cybersecurity requirements.
Lead cross-functional operational planning and problem-solving with ISSMs, ISSOs, System Administrators, and other specialists.
Evaluate service delivery challenges, resolve dependencies, and implement solutions that balance mission priorities, constraints, and resources.
Evaluate technical operations and service delivery performance to identify execution gaps, recurring issues, and operational risks.
Analyze root causes, develop corrective action recommendations, and work with technical teams to implement improvements.
Develop operational performance metrics and reporting frameworks covering service reliability, cybersecurity-related operational activities, and service delivery effectiveness.
Analyze performance trends and communicate findings, risks, and recommended improvements to Program Managers, functional leadership, and other partners.
Develop and manage customer-specific operational plans, service commitments, and execution priorities aligned with mission requirements.
Analyze workloads, technical dependencies, and resource constraints to negotiate feasible delivery commitments and recommend operational adjustments.
Improve service management workflows and operational practices using ServiceNow, Jira, or similar platforms to enhance execution, visibility, accountability, and coordination.

Benefits

Robust education assistance program
Retirement contributions
Work/life balance
Retirement plans
Paid time off
Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term disability insurance
Long-term disability insurance
Flexible spending accounts
Education assistance
Training and development
Potential sign-on bonus, relocation benefits, locality allowance, or discretionary performance payments