Cross-Centers Service Delivery Operations Lead

Cross-Centers (Mississippi, Ohio, Maryland) 75% travel required

The Cross-Centers Service Delivery Operations Lead provides enterprise coordination and operational leadership across geographically distributed client data center locations. This senior leader manages cross-site service delivery initiatives, standardization efforts, technology assessments, shared-service deployments, and technical integration activities to improve consistency, efficiency, service quality, and operational performance.

The role oversees end-to-end delivery operations for Infrastructure Management Services (IMS) and Application Management Services (AMS), with accountability for service quality, delivery cost, workforce alignment, operational controls, and leadership of delivery teams. The incumbent partners with site leads and client stakeholders to resolve enterprise-level risks, advance service improvements, and support solution development, growth, and sales activities.

Key Responsibilities

• Lead enterprise-wide service delivery operations across multiple geographically separated sites, ensuring consistent execution of infrastructure and application management services.
• Coordinate cross-center initiatives, including technology assessments, software deployments, shared-service implementations, and technical integration activities that improve enterprise efficiency and standardization.
• Establish, maintain, and measure operational capabilities, service catalogs, performance expectations, processes, tools, controls, and supporting documentation for assigned delivery services.
• Monitor service-level agreements, key performance indicators, delivery milestones, operational risks, and customer feedback; direct corrective actions and communicate risks, trends, and recommended resolutions to leadership.
• Partner with site leads, technical teams, and client stakeholders to align delivery priorities, resolve escalated operational issues, and ensure effective execution of enterprise projects and service transitions.
• Lead the development and continuous improvement of standardized operating procedures, job aids, knowledge articles, governance practices, and other delivery collateral.
• Manage delivery costs, labor utilization, resources, tools, and operational processes to support high-quality, cost-effective service delivery across the enterprise.
• Provide leadership, direction, coaching, and performance oversight to delivery teams and leaders, clearly communicating roles, objectives, expectations, and accountability.
• Support solution development, transition planning, growth initiatives, and sales activities by providing operational expertise, technical insight, and delivery capability recommendations.

Required Qualifications

• Bachelor’s degree in finance, business administration, computer science, computer engineering, information systems, or another related discipline.
• At least 12 years of experience in an IT operational role, including substantial experience leading service delivery, infrastructure operations, application operations, or comparable enterprise IT capabilities.
• At least 10 years of progressively responsible leadership experience aligned to service delivery operations, with at least 5 years leading or supervising teams that support a federal client environment.
• Demonstrated experience coordinating complex enterprise initiatives across multiple locations, teams, stakeholders, and technical service areas.
• Strong technical background and demonstrated ability to manage operational processes, delivery performance, cost, staffing, service quality, risks, escalations, and continuous improvement initiatives.
• Active Secret security clearance.
• U.S. citizenship is required.
• Ability to travel more than 75% to client locations and headquarters as operational requirements dictate.

Preferred Qualifications

• One or more qualifying certifications for DoD 8140 Workforce Role 801 – Program Manager (Advanced), including CISM, CISSP, CCISO, DAWIA Program Management Advanced, GSLC, or PMP.
• Experience serving as an enterprise coordinator for data center, high-performance computing, infrastructure, application, or shared-service operations.
• Experience establishing and governing service catalogs, communities of practice, operational metrics, standardized processes, and knowledge-management materials across multiple delivery organizations.
• Experience supporting solution development, service transition, capture, growth, or sales activities within a complex federal IT environment.

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.

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.