IT Service and Operations Manager

Description

Do you love Classified IT Services and Operations?

Are you passionate about making on impact on critical national security missions?

If so, we're looking for someone like you to join our team at APL.

We are seeking an experienced Classified IT Service Delivery & Operations Manager to lead and coordinate the delivery, performance, and continual improvement of classified IT services supporting APL's critical national security missions. This role is responsible for ensuring that operational activities across multiple systems, programs, and functional teams are effectively coordinated, consistently executed, and aligned with mission requirements, cybersecurity standards, and regulatory obligations.

As a IT Service and Operations Manager, you will...

• Lead the delivery and operations management of classified IT services across multiple systems and technical teams. Establish operational priorities, manage technical dependencies, and drive the execution of recurring activities, including patch management, vulnerability scanning, account administration, security auditing, and POA&M management.
• Analyze customer mission requirements and develop tailored service delivery approaches that integrate cybersecurity, compliance, system administration, and other services. Partner with functional teams to manage operational adjustments that accommodate mission needs while maintaining established standards and cybersecurity requirements.
• Lead cross-functional operational planning and problem-solving with ISSMs, ISSOs, System Administrators, and other specialists. Evaluate service delivery challenges, resolve dependencies, and lead the implementation of solutions that balance mission priorities, constraints, and resources.
• Evaluate technical operations and service delivery performance to identify execution gaps, recurring issues, and operational risks. Analyze root causes, develop corrective action recommendations, and work with technical teams to implement improvements.
• Develop and implement operational performance metrics and reporting frameworks to assess service reliability, cybersecurity-related operational activities, and service delivery effectiveness. Analyze performance trends and communicate findings, risks, and recommended improvements to Program Managers, functional leadership, and other partners.
• Develop and manage customer-specific operational plans, service commitments, and execution priorities that align established technical processes with mission requirements. Analyze workloads, technical dependencies, and resource constraints to negotiate feasible delivery commitments and recommend adjustments that improve operational effectiveness.
• Lead improvements to service management workflows and operational practices using tools such as ServiceNow, Jira, or similar platforms. Develop solutions that improve task execution, operational visibility, accountability, and the coordination of technical services across functional teams.

Qualifications

You meet our minimum qualifications for the job if you...

• Possess a Bachelor's degree in Information Technology, Cybersecurity, Computer Science, or a related field.
• Have 8+ years of progressively responsible experience in IT operations, service delivery, cybersecurity, compliance, or system administration, including experience supporting classified IT environments.
• Have demonstrated experience applying technical knowledge to manage IT service delivery, evaluate operational challenges, and develop solutions across multiple systems and functional teams.
• Have solid understanding of RMF, NIST SP 800-53, JSIG, and/or CNSSI 1253.
• Have experience managing or supervising technical operations such as patch management, vulnerability scanning, account administration, security auditing, and POA&M management.
• Have demonstrated experience leading technical activities in a matrixed environment, negotiating priorities, resolving competing requirements, and driving accountability without direct supervisory authority.
• Have experience developing metrics, analyzing performance, identifying risks, and implementing service delivery improvements.
• Possess strong analytical, problem-solving, communication, and organizational skills.
• Hold an active TS/SCI+poly security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

You'll go above and beyond our minimum requirements if you...

• Have experience managing service provision and performance across multiple classified IT systems, services, or programs simultaneously.
• Have experience developing and implementing operational governance, service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), or performance reporting frameworks.
• Have experience applying ITIL or other recognized IT service management frameworks to improve operational effectiveness and service delivery.
• Have experience leading technical operations improvement initiatives, standardizing service delivery practices, or implementing workflow automation across multiple technical teams.
• Have experience using ServiceNow, Jira, Power BI, or similar platforms for operational workflow management, performance analysis, and reporting.
• Have experience evaluating operational risks, negotiating competing technical and mission requirements, and developing service delivery solutions in sophisticated, compliance-driven environments.
• Have demonstrated success implementing measurable improvements in service reliability, efficiency, accountability, or customer satisfaction.

About Us

Why Work at APL?

The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates.

At APL, we celebrate our differences of perspectives and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at https://www.jhuapl.edu/careers.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law. APL is committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact [email protected].

The referenced pay range is based on JHU APL’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level with consideration for internal parity. For salaried employees scheduled to work less than 40 hours per week, annual salary will be prorated based on the number of hours worked. APL may offer bonuses or other forms of compensation per internal policy and/or contractual designation. Additional compensation may be provided in the form of a sign-on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance. APL provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short-term disability, long-term disability, flexible spending accounts, education assistance, and training and development. Applications are accepted on a rolling basis.

Minimum Rate

$100,000 Annually

Maximum Rate

$245,000 Annually