Service Operations Manager

Purpose and Impact:

In support of a challenging, critical, and rewarding program, Amentum is seeking a Service Operations Manager to lead full-lifecycle IT infrastructure, hardware, and service transitions across our program. You will drive cross-functional delivery efforts-spanning Procurement, Change Management, Logistics, Production, Engineering, Network Architecture, and Customer Project Management teams. In this role, you will guide voice, video, data capabilities from initial concept through full operational deployment in DISA/DoD environments.

Work Schedule: 5 Days (Mon - Fri); 8 hrs/Day; 40 hrs/wkly

Essential Responsibilities:

The duties and responsibilities of the Service Operations Manager include, but are not limited to the following:

• Lead end-to-end operational management of enterprise IT services, ensuring stability, performance, and availability across voice, video, data, and cloud environments while proactively addressing issues to maintain mission readiness.

• Develop and maintain operational strategies, procedures, and performance standards that align with Program requirements, enabling consistent service delivery and continuous monitoring of system health and capacity.

• Oversee incident, problem, and change management processes, ensuring timely response, root-cause analysis, and effective remediation actions while maintaining compliance with ITIL and Program governance frameworks.

• Coordinate daily operational activities across cross-functional engineering, cybersecurity, and service desk teams, ensuring workflows, escalation paths, and communication channels support rapid issue resolution and efficient service operations.

• Manage operational readiness reviews for new or modified services, validating monitoring thresholds, support models, staffing impacts, and continuity requirements before services enter production environments.

• Ensure operational compliance with Program policies, DISA directives, and enterprise standards, validating that all systems, configurations, and changes adhere to required controls, documentation, and audit expectations.

• Maintain and enhance operational documentation including SOPs, runbooks, knowledge articles, architecture diagrams, and continuity plans, ensuring accuracy, accessibility, and alignment with evolving services and environments.

• Serve as the primary operational liaison to DISA stakeholders, mission partners, and enterprise operations centers, ensuring effective coordination on outages, maintenance events, performance trends, and operational risks.

• Monitor service performance metrics, operational dashboards, and customer feedback, providing structured reports and briefings to leadership with insights, risk indicators, and recommended improvements.

• Drive continuous improvement across operational processes, identifying gaps, optimizing workflows, enhancing monitoring and automation capabilities, and aligning operational practices with ITIL best practices and Program mission priorities.

Minimum Requirements (Knowledge, Skills, and Abilities):

• Must have active Top-Secret clearance with SCI or the ability to acquire Top Secret/SCI
• 8 years of experience overseeing enterprise IT operations within ITIL/ITSM-driven environments, including managing complex service portfolios in DoD or similarly regulated sectors.

• Demonstrated experience leading large operational teams (60 personnel) across multi-site or missioncritical environments, with proven ability to manage staffing, workflows, and performance outcomes.

• Proven ability to manage 24/7 operations centers, specifically Voice and Video Operations Centers, ensuring continuous monitoring, rapid incident response, and sustained service availability.

• Experience managing and coordinating engineering personnel in geographically dispersed or remote locations, ensuring alignment, communication, and operational consistency across time zones and missions.

• Strong understanding of project and service management methodologies (PMBOK, Agile, ITIL), with the ability to apply structured processes to operational planning, change management, and service delivery.

• Direct experience operating or supporting DISA or DoD communications networks, including voice, video, unified communications, transport services, or secure infrastructure components.

• Deep understanding of ITIL operational practices, including incident, problem, change, and service continuity management, ensuring consistent and compliant service operations.

• Experience working within classified DoD environments and SCIF facilities, with knowledge of related security, accreditation, and operational requirements.

• Excellent communication, coordination, and stakeholder management skills, enabling clear engagement with government leadership, technical teams, mission partners, and enterprise operations centers.

• Proficiency with enterprise ITSM platforms commonly used across DoD and DISA programs, including workflow development, reporting, and operational process integration.
• Must be able to work a 40-hour work week, normally Monday through Friday
• Ability to work overtime during critical peaks and be available to meet last-minute requests for overtime if needed
• Familiarity with MS Office applications such as Excel, Word, Outlook, SharePoint, Project and Visio
• Exceptional attention to detail; excellent verbal and written communication skills; strong critical thinking, organizational, time-management, and problem-solving skills
• Ability to work both independently and as part of a team in a dynamic environment

Security Clearance Required:

• Must have active Top-Secret clearance with SCI or TS with the ability to acquire SCI

Minimum Education:

• Associates or Bachelor's degree in a relevant technical field, or equivalent experience that demonstrates capability in IT, telecommunications, or systems engineering within DoD environments.

Minimum Years of Experience:

• 8 years of relevant experience

Required Certifications:

Must possess or be able to obtain one of the following 8140 IAT Level II or III baseline certifications before start date:

• Level II certs include - CCNA Security, GISCP, GSEC, Security CE, SSCP
• Level III certs include - CASP CE, CCNP Security, CISA, CISSP (or Associate), GCED, GCIH

Preferred Qualifications:

• Project Management Professional (PMP)

• ITIL 4 certification, demonstrating expertise in modern service management principles and improving transition practices.

• Experience leading geographically dispersed teams comprised of 30 personnel.

• Experience with federal acquisition and contracting processes.

• Background in enterprise-level system modernization or digital transformation projects.

#javelin #jointhepack #itil #itsm #servicetransition #management

This position is not designated as a safety sensitive position.

As part of our commitment to maintaining a safe and compliant work environment, Amentum is a drug-free workplace and requires all personnel to comply with company drug and alcohol policies as a condition of employment. Employment is contingent upon successful completion of the drug screening process. Please note that this may include pre-hire screening for marijuana, as well as other federally controlled substances due to Amentum's role as a federal contractor and trusted partner to the US Government.

Other Responsibilities:

Safety - Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks and serving on safety committees and teams.

Quality - Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities.

Procedure Compliance - Each employee must read, understand and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to his/her job. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Compensation Details:

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview:

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance

• Paid time off and holidays

• Retirement benefits (including 401(k) matching)

• Educational reimbursement

• Parental leave

• Employee stock purchase plan

• Tax-saving options

• Disability and life insurance

• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.

Original Posting:

Amentum anticipates this job requisition will remain open for at least three days, with a closing date no earlier than three days after the original posting. This timeline may change based on business needs.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language atLabor Laws Posters.

Salary : $140,000 - $170,000