Chief of Operations (Service Delivery / O&M Lead)

Job description

Owns day-to-day operational execution and 24/7/365 service delivery across a consolidated, multi-site DoD enterprise, including network operations, IT service desk / communications focal point, client systems support, and IT asset management. Primary owner of SLA / PPI performance at the operational level and of shift and coverage management across all supported installations. ### Key Tasks & Responsibilities - Directs daily O&M operations, incident / problem / change management (ITIL-aligned), and Network Operations Center (NOC) performance across all sites. - Owns the communications focal point / IT service desk, client systems support, and trouble-ticket performance. - Owns staffing schedules, shift coverage, and surge response for outages or mission-critical events. - Tracks and reports operational metrics (SLAs, PPIs, ticket aging, Mean Time to Resolution) to the PM and Government COR. - Manages IT asset management (ITAM), equipment control / property custodian, warehouse accountability, and software license management. - Coordinates real-time hand-offs with the Chief Engineer on technical escalations and with cybersecurity staff on incident response. - Leads continuity-of-operations (COOP) planning and execution across the enterprise. - Oversees user account management, VIP services, and end-user device support. - Ensures operational compliance with security requirements and supports classified incident handling. - Manages Local Registration Authority (LRA) and related access-administration functions, including support to geographically separated units. ### Education & Experience - Bachelor's degree preferred (equivalent experience considered). - 8-10 years in IT / network operations management, including 5+ years in a lead / chief operations role on a DoD or comparable large-scale O&M contract. - Experience managing multi-site 24/7 operations and service desk functions of comparable scale. - USSF/USAF or DoD space / Command and Control (C2) mission environment experience preferred. ### Certifications - ITIL certification required. - DoD 8140/8570-aligned IAT Level II or III (e.g., Security+, CySA+, or higher) may be required. ### Security Clearance - Active Top Secret (TS) clearance required; eligibility for TS/SCI may be required for certain work areas. - U.S. citizenship required. ### Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) - Hybrid position in the Colorado Springs, CO area; recurring presence at supported installations (travel estimated up to 25%). - Directs a 24/7/365 operation; shift, on-call, and after-hours coverage required for outages, exercises, and mission-critical events.