Service Operations Manager
Amentum · US-TX-San Antonio, United States
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 mission‑critical 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.
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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