Position Description

We’re seeking a dynamic and experienced IT Operations Manager to join Serco’s Information Technology Team located at our Herndon, VA office - (Hybrid Schedule) .The incumbent provides overall technical direction and leadership for data center operations, Network infrastructure, Deployment, and Vulnerability Services management. This position works closely with the cloud, service management, application, cyber, and other teams to ensure cutting edge IT infrastructure support across IT mission sets. This is a cross-functional position that interacts with internal groups and vendors in delivering incident management. This position reports to the VP Cloud and Network infrastructure in the Serco-NA CIO office.

This position is an on-site position located in Northern Virginia - (You m ust be willing to work on call, weekends, or after hours work)

In this role you will:

• Lead a team and partner with peered teams to ensure resolution of service issues tomeet network availability, MTTR, and ticket handling objectives.

• Ensure coverage for the 24/7/365 support of the environment so that the network and infrastructure is running effectively at all times.

• Ensure continuous monitoring of all services to proactively solve IT infrastructure issues prior to customer impact.

• Coach and mentor team members to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.

• Coordinate the rollout of software updates, network rearrangements, and the installation of new equipment and facilities with engineering and field services teams, while minimizing customer impact and maximizing the productivity of resources.

• Direct the creation of new and evolution of existing processes and procedures in accordance with ITSM and CMMI best practices.

• Refine and document relevant policies, processes, procedures and associated systems requirements and drive their implementation and use in concert with cloud, applications, service management, and cyber teams.

• Recommend technology solutions and best practices to increase services and reduce costs in accordance with published technology roadmap.

• Implement and maintain ITIL best practices.

• Contribute to resource allocation and budgeting processes.

Qualifications

To be successful in this role, you will have:

• U.S Citizenship required

• Must be willing to work on call, weekends, or after hours work

• Bachelors Degree in Computer Science or a related technical discipline

• or a High School Diploma with 12 years of directly related experience supporting IT operations

• Minimum 8 years of directly related experience supporting IT operations

• Minimum 3 years' experience at the manager level or higher

• Must have experience supervising cross-functional IT Operations teams of 20 or more

• Experience in implementing hardware and operational growth plans including rapidly scaling computational and network bandwidth to handle client growth and continuous process improvements

• Must have a strong desire and capability to improve operations using a combination of experience and resources

• Ability to travel up to 10%

Desired experience and skills:

• Experience with Azure cloud implementations is a plus

• MCSE

• ITIL v 3 Certification

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) .

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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ID 64811

Recruiting Location : Location US-VA-Herndon

Category Information Technology

Position Type Full-Time

Security Clearance None

Telework Yes - May Consider Occasional/Part Time Teleworking for this position