Service Operations Manager

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We are hiring an energetic, motivated, innovative individual to be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio.

Requirements

• Previous experience as an Operations Manager, minimum 5 years of recent experience
• Proven experience leading teams and managing complex operational projects
• A minimum of 5 years experience and strong knowledge of ServiceNow; including knowledge of ITSM and its capabilities as well as related modules
• Strong knowledge and experience with Service Desk and service management best practices
• Experience Leading Small to Intermediate teams
• Local to the San Antonio area
• U.S. Citizenship required
• Active DoD Secret clearance and eligibility to obtain TS/SCI
• Active DoD 8570 IAT Level II or equivalent DoD 8140 certification (e.g., Security+ CE, CCNA-Security, CySA+, GICSP, GSEC, CND, SSCP)
• Active ServiceNow Professional Implementer Certification
• Demonstrated proficiency with ServiceNow ITSM modules including CMDB
• ITIL v4 Foundation certification
• Must be committed to adopting and adhering to best practices
• Strong analytical and problem-solving skills
• Ability to collaborate and work effectively in a team environment
• Experience planning and prioritizing tasks across a team
• Ability to interact positively, collaborate, and communicate appropriately with team members
• Strong communication and collaboration skills, dealing with complex architectures, customers, and competing priorities
• Experience driving performance of teams, identifying key performers, and mentoring staff
• Ability to manage conflict effectively
• Strong communication and collaboration skills supporting multiple stakeholders and business operations
• Expertise in understanding and mitigating risks to business operations
• Agile-based knowledge and skill. Competent understanding of ITSM processes and experience with agile methodologies like Scrum, Kanban, SAFe using technologies like Jira
• Bachelor’s degree with a minimum 8 years of relevant experience, or a master’s degree with a minimum 6 years of experience. Equivalent work experience may be considered in lieu of a degree
• Generally, has a minimum of 5 years of experience supervising or leading operations teams