Operations Manager – DDLC Support

ASM Research

11h

About The Position

The Operations Manager – DDLC Support leads day-to-day delivery operations for DDLC task areas, ensuring consistent, high-quality execution across multiple workstreams and locations in alignment with client requirements and contract objectives. This role plans, directs, and coordinates operational activities, manages scope, schedule, cost, quality, and risks, and partners closely with IT, logistics, security, and other stakeholders to optimize processes and drive continuous improvement. The manager oversees a dispersed workforce and subcontractors, manages frequent procurement of materials and equipment, and ensures adherence to corporate policies, Federal contracting standards, and performance metrics across all assigned DDLC efforts.

Requirements

Bachelor’s degree in Business, Information Technology, Operations Management, or a related field, or equivalent relevant experience.
At least 8 years of recent, relevant experience planning, directing, coordinating, and managing IT or operations projects/programs of similar scope and complexity, including multi-site or worldwide delivery with a dispersed workforce.
Demonstrated experience managing cost, schedule, and performance for Federal government contracts or large enterprise programs, including budgeting, forecasting, and reporting responsibilities.
Proven experience managing subcontractors and vendor relationships, including contract compliance, delivery oversight, and issue resolution.
Active Project Management Institute certification as either a Project Management Professional (PMP) or Program Management Professional (PgMP).
Strong leadership, communication, and stakeholder management skills, with the ability to coordinate across IT, logistics, security, and other functional areas to achieve operational outcomes.
Ability to obtain and maintain any client-required background investigation or suitability determination for work in a Federal IT environment, and to work in a U.S.-only staffing context, including U.S. citizenship when specified by contract.

Nice To Haves

Experience leading operations in an enterprise or Federal environment that uses CMMI Level 3 processes and Agile/DevOps practices for IT and service delivery.
Prior experience managing programs that include call center, telephony, cloud/IT infrastructure sustainment, cyber security, and/or software application sustainment workstreams.
Familiarity with ITIL-aligned service management, workforce management, and performance measurement practices such as SLAs, KPIs, and OLAs within managed services or delivery operations.
Experience working within or alongside large Federal contractors or shared-services delivery centers, including coordination across multiple contracts, tasks, and stakeholders.
Advanced skills in developing and presenting operational metrics and executive-level briefings, including the use of standardized reports and dashboards to communicate performance, risks, and improvement initiatives.

Responsibilities

Lead day-to-day operations for DDLC task areas, ensuring services are delivered on time, within budget, and in accordance with contract, quality, and performance standards across multiple places of performance.
Plan, direct, and coordinate project and program activities, including work planning, staffing, task assignments, and resource allocation to meet operational goals and Service Level Agreements (SLAs).
Oversee cost, schedule, and performance baselines for assigned DDLC work, including budget management, forecasting, reporting, and variance analysis to leadership and the client.
Coordinate closely with IT, logistics, security, facilities, and other enabling teams to ensure infrastructure, tools, and support services are in place for seamless operations and continuous service improvement.
Manage subcontractor performance, including onboarding, scope definition, deliverable tracking, quality oversight, and issue escalation and resolution as needed.
Implement and champion standardized operational processes, documentation, and metrics that align with CMMI Level 3, Agile best practices, and the company’s delivery operations and service management frameworks.
Monitor operational risks and issues, lead root-cause analysis and corrective actions, and maintain risk, issue, and action logs for leadership and client visibility.
Develop, maintain, and present operational reports and dashboards such as volume, throughput, SLA attainment, quality, and workforce utilization to internal leadership and external stakeholders.
Provide people leadership to a dispersed team, including performance management, coaching, workforce planning, and fostering a culture of accountability, customer focus, and continuous improvement.
Ensure compliance with corporate policies, information security requirements, and client-specific governance, including support for audits, inspections, and reviews.