Operations Manager

ASM Research, An Accenture Federal Services Company • Boston, MA • 2h ago

The Operations Manager, serving as Enterprise Operations Lead, is responsible for delivery of IT service and projects for operations to ensure end-to-end service delivery based on Government-approved ITSM processes. This role leads the analysis, planning, and implementation of ITSM initiatives, identifies IT operational requirements, provides day-to-day leadership and quality control, and ensures continuous improvement of ITIL practices while maintaining alignment with organizational objectives and reducing costs and schedule impacts.

Key Responsibilities

Lead delivery of IT services and operations projects based on government-approved ITSM frameworks and ITIL best practices

Analyze operational requirements and plan ITSM initiatives to support USACE objectives

Implement ITIL practices and processes across the organization with focus on continuous improvement

Provide day-to-day leadership, quality control, and technical expertise to operations teams

Ensure all USACE-supported devices and systems are properly configured with latest patches and security updates

Monitor operational performance metrics and KPIs against established targets

Identify opportunities for process optimization, cost reduction, and schedule improvements

Coordinate patch management, configuration management, and change control processes

Ensure compliance with cybersecurity requirements and operational security standards

Lead incident response coordination and ensure timely resolution of operational issues

Develop and maintain operational procedures, documentation, and knowledge management systems

Mentor operations team members and develop staff capabilities

Report operational status and performance to senior management and stakeholders

Required Qualifications

Bachelor's degree in IT, Business Administration, Management, or related field (or equivalent work experience)

8+ years of experience in IT operations management, service delivery management, or related role

Expert-level knowledge of ITIL frameworks, ITSM processes, and operational best practices

Demonstrated leadership experience with ability to guide and mentor technical teams

Strong understanding of IT infrastructure, systems administration, and operational support

Excellent project management, problem-solving, analytical, and communication skills

Ability to manage multiple operational initiatives simultaneously while maintaining quality standards

Preferred Qualifications

ITIL Foundation and ITIL Practitioner certifications

PMP (Project Management Professional) or equivalent project management certification

Experience with USACE or federal government IT operations and compliance requirements

Knowledge of patch management, configuration management, and change control frameworks

Familiarity with ServiceNow or similar ITSM platforms

Background in federal IT contracting and government service delivery models

Experience with security compliance frameworks (FISMA, NIST, FedRAMP)

Knowledge of cloud infrastructure and hybrid IT operations

Required Skills

IT Operations Management & Service Delivery

ITIL Framework & Process Implementation

Team Leadership & Performance Management

Patch & Configuration Management

Project Planning & Execution

Preferred Skills

Strategic Planning & Organizational Alignment

Process Improvement & Optimization

Budget Management & Cost Control

Incident & Change Management

Federal Compliance & Risk Management

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$124,100 - 182,000

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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