Service Operations Manager

Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting Center for Medicare and Medicaid Services (CMS) in Baltimore, MD. The Service Operations Manager will work closely with the Program Team, CMS Hybrid Cloud Partners, CMS Hosting Coordinators, and CMS Stakeholders to manage, maintain, and optimize application’s performance, durability, and cost to best support CMS and the general public. The Service Operations Manager will lead the T2 Managed Service Delivery, T2 Mainframe Delivery, and Customer Engagement Services teams to deliver solutions and day-to-day operations that ultimately ensure that the functions of Medicare, Medicaid, and Marketplace are carried out for the US citizen and contribute to efforts to reduce healthcare costs.

Must be commutable distance to the MD/DC/VA area.

Under the direction of the Program Manager and Deputy Program Manager, the Service Operations Lead provides oversight and manages all Tier 2 operational engineering activities for the program. 

Service Operations Manager Primary Responsibilities:

• Build and maintain the Service Operations Product Family, consisting of 3 subordinate Teams: T2 Managed Service Delivery, T2 Mainframe Delivery, and Customer Engagement Services
• Product ownership includes managing and grooming a backlog of product/service enhancements, refinements, and optimizations.
• Manage and Lead a team of experienced, independent professionals and Leaders (Team of 50+)
• Become a subject matter expert with CMS Hybrid Cloud and CMS Enterprise Shared Service offerings
• Develop strong relationships and partnerships with the CMS IUSG Community, our Primary Customer
• Develop strong relationships and partnerships with the other CMS Hybrid Cloud Product Teams
• Serve as an Escalation Point for the CMS Hosting Coordinator Team Lead, T2 Managed Service Delivery, T2 Mainframe Delivery, and Customer Engagement Services Teams.
• Mentor, Develop, and provide Guidance for the Service Operations Teams and associated Leaders.

Additional Responsibilities Include:

• Setting team priorities, strategic vision, maintain quality and product roadmaps
• Conduct personnel performance reviews, review and sign timecards, and oversee Operation area leads.
• Establish organization policies, standards, and operating procedures
• Create effective, deliverable technical proposal solutions/content that conform to requirements, win strategy, and corporate strategy
• Foster and ensure a collaborative, service oriented, revenue driven environment
• Ensure assets are properly maintained in CMDB via automation
• Provide Tier 2 support for all incidents and ensure resolution within established SLAs
• Provide escalation for team leads during Severity 1 incidents
• Monitor Service requests and Change requests to ensure accurate completion of work by teams on schedule
• Provide feedback to Engineering teams on new capabilities, …