ASM Research, An Accenture Federal Services Company
Operations Manager
ASM Research, An Accenture Federal Services Company, Raleigh, North Carolina, United States, 27601
The Operations Manager, serving as Enterprise Operations Lead, is responsible for delivery of IT service and projects for operations to ensure end-to-end service delivery based on Government-approved ITSM processes. This role leads the analysis, planning, and implementation of ITSM initiatives, identifies IT operational requirements, provides day-to-day leadership and quality control, and ensures continuous improvement of ITIL practices while maintaining alignment with organizational objectives and reducing costs and schedule impacts.
Key Responsibilities
Lead delivery of IT services and operations projects based on government-approved ITSM frameworks and ITIL best practices
Analyze operational requirements and plan ITSM initiatives to support USACE objectives
Implement ITIL practices and processes across the organization with focus on continuous improvement
Provide day-to-day leadership, quality control, and technical expertise to operations teams
Ensure all USACE-supported devices and systems are properly configured with latest patches and security updates
Monitor operational performance metrics and KPIs against established targets
Identify opportunities for process optimization, cost reduction, and schedule improvements
Coordinate patch management, configuration management, and change control processes
Ensure compliance with cybersecurity requirements and operational security standards
Lead incident response coordination and ensure timely resolution of operational issues
Develop and maintain operational procedures, documentation, and knowledge management systems
Mentor operations team members and develop staff capabilities
Report operational status and performance to senior management and stakeholders
Required Qualifications
Bachelor’s degree in IT, Business Administration, Management, or related field (or equivalent work experience)
8 years of experience in IT operations management, service delivery management, or related role
Expert-level knowledge of ITIL frameworks, ITSM processes, and operational best practices
Demonstrated leadership experience with ability to guide and mentor technical teams
Strong understanding of IT infrastructure, systems administration, and operational support
Excellent project management, problem-solving, analytical, and communication skills
Ability to manage multiple operational initiatives simultaneously while maintaining quality standards
Preferred Qualifications
ITIL Foundation and ITIL Practitioner certifications
PMP (Project Management Professional) or equivalent project management certification
Experience with USACE or federal government IT operations and compliance requirements
Knowledge of patch management, configuration management, and change control frameworks
Familiarity with ServiceNow or similar ITSM platforms
Background in federal IT contracting and government service delivery models
Experience with security compliance frameworks (FISMA, NIST, FedRAMP)
Knowledge of cloud infrastructure and hybrid IT operations
Required Skills
IT Operations Management & Service Delivery
ITIL Framework & Process Implementation
Team Leadership & Performance Management
Patch & Configuration Management
Project Planning & Execution
Preferred Skills
Strategic Planning & Organizational Alignment
Process Improvement & Optimization
Budget Management & Cost Control
Incident & Change Management
Federal Compliance & Risk Management
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.
$124,100 – 182,000
EEO Requirements It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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Key Responsibilities
Lead delivery of IT services and operations projects based on government-approved ITSM frameworks and ITIL best practices
Analyze operational requirements and plan ITSM initiatives to support USACE objectives
Implement ITIL practices and processes across the organization with focus on continuous improvement
Provide day-to-day leadership, quality control, and technical expertise to operations teams
Ensure all USACE-supported devices and systems are properly configured with latest patches and security updates
Monitor operational performance metrics and KPIs against established targets
Identify opportunities for process optimization, cost reduction, and schedule improvements
Coordinate patch management, configuration management, and change control processes
Ensure compliance with cybersecurity requirements and operational security standards
Lead incident response coordination and ensure timely resolution of operational issues
Develop and maintain operational procedures, documentation, and knowledge management systems
Mentor operations team members and develop staff capabilities
Report operational status and performance to senior management and stakeholders
Required Qualifications
Bachelor’s degree in IT, Business Administration, Management, or related field (or equivalent work experience)
8 years of experience in IT operations management, service delivery management, or related role
Expert-level knowledge of ITIL frameworks, ITSM processes, and operational best practices
Demonstrated leadership experience with ability to guide and mentor technical teams
Strong understanding of IT infrastructure, systems administration, and operational support
Excellent project management, problem-solving, analytical, and communication skills
Ability to manage multiple operational initiatives simultaneously while maintaining quality standards
Preferred Qualifications
ITIL Foundation and ITIL Practitioner certifications
PMP (Project Management Professional) or equivalent project management certification
Experience with USACE or federal government IT operations and compliance requirements
Knowledge of patch management, configuration management, and change control frameworks
Familiarity with ServiceNow or similar ITSM platforms
Background in federal IT contracting and government service delivery models
Experience with security compliance frameworks (FISMA, NIST, FedRAMP)
Knowledge of cloud infrastructure and hybrid IT operations
Required Skills
IT Operations Management & Service Delivery
ITIL Framework & Process Implementation
Team Leadership & Performance Management
Patch & Configuration Management
Project Planning & Execution
Preferred Skills
Strategic Planning & Organizational Alignment
Process Improvement & Optimization
Budget Management & Cost Control
Incident & Change Management
Federal Compliance & Risk Management
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.
$124,100 – 182,000
EEO Requirements It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
#J-18808-Ljbffr