Chief of Operations (Service Delivery / O&M Lead)
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About the role
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.)
On-site 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.
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