Site Service Delivery Operations Lead – DSRC

ASM Research•Bath Township, OH

2d•Onsite

About The Position

The Site Lead – DSRC serves as the on-site Service Delivery Operations Lead for a geographically separated federal high-performance computing environment. This role provides end-to-end leadership for a 20–38 FTE team delivering continuous, 24/7/365 IT and high-performance computing services, with accountability for service quality, operational cost, workforce performance, and delivery compliance. The Site Lead acts as the primary operational liaison to senior client leadership and coordinates across system administration, cybersecurity, user support, facilities, infrastructure management, and application management teams. The role drives reliable service delivery, resolves escalations, manages operational risk, and contributes to solution development, service growth, and transition activities.

Requirements

Bachelor’s degree in Finance, Business Administration, Computer Science, Computer Engineering, Information Systems, Operations Management, or another related discipline.
At least 12 years of experience in IT operations or a related technical operations environment, including progressive responsibility for service delivery, operational performance, and complex technical teams.
At least 10 years of leadership experience aligned to IT service delivery, operations management, managed services, or a comparable delivery capability, including experience leading teams in support of a federal client environment.
Demonstrated experience managing end-to-end IT service delivery, including staffing, labor management, operational processes, delivery costs, controls, service quality, and customer escalations.
Demonstrated understanding of high-performance computing environments and the operational dependencies among infrastructure, applications, cybersecurity, user support, and facilities functions.
Active Secret security clearance and U.S. citizenship are required.
Ability and willingness to work on site and relocate to Wright-Patterson Air Force Base, Ohio, as required.

Nice To Haves

Current certification meeting DoD 8140 Workforce Role 802 – IT Project Manager (Intermediate) requirements, such as Security+, GSEC, or DAWIA Project Management Practitioner.
Project Management Professional certification and ITIL Foundation v3 or v4 certification.
Experience leading service delivery or technical operations in a federal, defense, research, or high-performance computing environment.
Experience supporting Infrastructure Management Services, Application Management Services, service transition activities, and continuous service improvement initiatives.

Responsibilities

Lead daily on-site operations for a 20–38 FTE technical services team supporting continuous IT and high-performance computing operations in a federal client environment.
Serve as the primary point of contact for client leadership, providing clear communication on operational status, service performance, risks, escalations, priorities, and corrective actions.
Direct and coordinate cross-functional delivery teams, including system administration, cybersecurity, user support, facilities, infrastructure management, and application management personnel.
Own service quality, operational performance, resource utilization, delivery cost, and adherence to contractual, organizational, security, and service-management requirements.
Establish, maintain, and measure operational processes, service delivery procedures, knowledge collateral, and controls that support reliable and scalable delivery.
Monitor service-level agreements, key performance indicators, incidents, customer issues, and operational risks; lead corrective actions and communicate material concerns to program and client leadership.
Provide leadership, coaching, performance management, staffing oversight, and clear role expectations for assigned personnel to sustain a high-performing technical operations team.
Support solution development, new-business transitions, service growth, and continuous-improvement initiatives by identifying operational efficiencies, capability needs, and opportunities to strengthen delivery outcomes.