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Service Operations Senior Manager

Job Title
Service Operations Senior Manager
Job ID
Bellevue,  NE
Other Location

Service Operations Senior Manager

Bellevue, Nebraska

Top Secret Clearance Required


The ITCC II Operations Manager is the leader of the ITCC Service Delivery support team. The SDM manages the personnel and activities of the Infrastructure Services Manager (ISM) and Customer Services Manager (CSM) with the operational functional group managers who are designated as Tower SME’s. The Operations Manager focuses on the when of account IT services, while the ISM, CSM and Tower SME’s focus on the how and who.The Operations Manager is designated as the lead for all operational IT contract support activities for ITCC II/USSTRATCOM.

Responsible for formulating and ensuring work standards, assigning schedules, reviewing work performance and identifying discrepancies, supervising personnel assigned within functions as leads and support personnel.Responsible for communicating policies, purposes and goals of contract performance. Plans and supervises projects and/or tasks involving complex information.Demonstrates capability for oral and written communications with all levels of management.Meets with government representatives and user communities to formulate and review plans and deliverables items.Ensures conformance with schedules and cost.

Defining status and metrics reports with the assistance of CSM, ISM, Cyber Security, and Systems Engineering and Integration.

The Operations Manager, assisted by the CSM and ISM as an integrated team, works with the DPM, PM and Government COR’s to prioritize operational activities in alignment with mission objectives, taking into consideration:

Contract performance and standards

Program/Contract office guidance and policies.

Best practices and lessons-learned at other ES accounts.

Candidate must be able to perform the following tasks:

Provides leadership and management of employees supporting the contract

Provides a single focal point for all Service Delivery activities

Represents Service Delivery to the PM/DPM and representing ITCC II to USSTRATCOM as requested by the ITCC II PM/DPM

Manages and monitors all SD activities, as required ensuring that all aspects of the BASS, PWS, SLA’s are adequately measured, met and/or exceeded

Develops performance standards with assistance of ISM and CSM

Evaluates needs and delivers continuous process improvements

Expands and grows the ITCC II scope as directed by the PM/DPM

Supports the PM, as required, during negotiations of the contract modifications through technical inputs and evaluations of workload requirements

Ensures that SD personnel are trained and knowledgeable to support all ITSM processes

Performs periodic reviews and re-certifications of the Account Operations Manual to ensure that it remains accurate and complete

Supports Project Managers/System Engineers in a clarification and review role as projects are planned for implementation using operations resources

Monitors issue resolution and the impact of changes to ensure work completion within estimated timeframes 

Supports 24X7 Escalation and Notification

Top Secret, with eligibility for special access


Bachelor degree, applicable industry certification or equivalent experience

Background in processes and services being support

Knowledge of government processes, management and security

Contract management training, requirements and deliverables


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