IT Operations Manager

IT 5, Role C

VA Office

The IT Operations Manager is responsible for ensuring the seamless operation and strategic preparedness of an organization’s IT services. This role is responsible for the comprehensive oversight of IT services including network and connectivity services, user technical and hardware support, desktop application support, and business continuity planning. By effectively managing service level agreements (SLAs), financial planning, resource capacity, and service availability, the IT Operations Manager ensures that all technological resources are not only operational and efficient daily but also resilient to future challenges and disruptions. Their leadership is essential in sustaining the organization’s operational continuity and IT services alignment with business strategy.

Duties and Responsibilities:
• Cloud Adoption:
o Plan and coordinate the cloud migration tasks for the IT Operation team
o Develop and update the standard operating procedures for cloud adoption.

• IT Services Portfolio:
o Assess the current service portfolio, identify gaps, and proactively develop new services to meet emerging business needs and align our IT services with our strategic goals. The roles will align service portfolio management the ITIL standards.

• IT Operation Projects:
o Plan and execute IT and Security operations projects to improve IT operations service delivery capabilities and implement technology roadmaps.

• Standard Operating Procedures:
o Improve IT and Security Operations processes, increase efficiency, and reduce the chance of disruptions by setting and following consistent operating procedures throughout our IT department.
o Develop and implement policies for cloud governance and cost management.

• Customer Service:
o Oversee initiatives to improve our customer service quality and make sure that user requirements are quickly, competently, and efficiently satisfied.

• Resource Management:
o Ensure IT resources including personnel, IT assets, and budget, are effectively planned, allocated, and consumed.

• Benchmarks & Reporting:
o Establish IT Service Delivery and IT Operations performance metrics, monitoring, and reporting processes.
o Provide periodic performance reports to senior management and governing committees.

• IT Audits Management:
o Be responsible for managing IT audit cycle, deliverable coordination and management production and remediation management.

• DR, BCP, Problem Management:
o Lead IT DR and BCP tests and coordinate IT problem resolution process and documentation.

• IT Communications:
o Standardize the IT communications and ensure efficient dissemination of information to end-users.

Education and Certification
• Bachelor’s degree and/or equivalent experience in the field of computer science or information systems
• 10 years related work experience (Required)
• ITIL Certification (Preferred)
• Certifications in cloud technologies (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator Associate, Google Cloud Certified - Professional Cloud Architect). (Preferred)
• Project Management Professional (PMP) Certification (Preferred)

Knowledge and Experience
• Project management experience
• Strong understanding of cloud service models including IaaS, PaaS, and SaaS
• Understanding of cloud security best practices and compliance standards; understanding cloud orchestration (e.g., ISO 27001, GDPR).
• Proven track record of managing IT operations in a multi-cloud environment, including AWS, Azure, and Google Cloud Platform.
• Strong knowledge of IT operations and user support operations management.
• Strong knowledge of IT services portfolio management
• Strong technical knowledge of network and PC operating systems, including Windows Server and Windows 11.
• Strong technical knowledge of current network hardware, protocols, and standards, including routers, switches, Ethernet, TCP/IP, and DNS.
• Excellent understanding of the organization’s goals and objectives.
• In-depth knowledge of applicable data privacy practices, policies and appliable laws.
• Strong understanding of human resource management principles, practices, and procedures.
• Strong understanding of project management principles.

Skills and Abilities
• Ability to lead and mentor a team of IT professionals.
• Strong project management skills with experience in agile frameworks.
• Excellent problem-solving abilities and a data-driven approach to decision-making.
• Outstanding communication and people skills.
• Self-motivated and action oriented; driven by the common organizational goals.
• Proven analytical abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to present ideas in business-friendly and user-friendly language to inform and support senior leaders in making data related decisions.
• Keen attention to detail.

AA/EOE