Site Service Delivery Operations Lead Site Lead - ARL DSRC serves as the on-site Service Delivery Operations Lead for a geographically separated federal high-performance computing environment. This role leads a 20-38 FTE team delivering continuous, 24/7/365 IT and high-performance computing services, with responsibility for service quality, delivery cost, workforce performance, operational compliance, and client satisfaction.

The Site Lead serves as the primary operational liaison to senior client leadership and coordinates across system administration, cybersecurity, user support, facilities, infrastructure management, and application management teams. The role drives dependable service delivery, manages risks and escalations, and contributes to operational improvement, solution development, service growth, and transition activities.

Key Responsibilities

• Lead daily on-site operations for a 20-38 FTE team delivering continuous IT and high-performance computing services in a geographically separated federal client environment.
• Serve as the primary point of contact for client leadership, communicating operational status, service performance, risks, escalations, corrective actions, and emerging priorities.
• Direct and integrate cross-functional technical teams, including system administration, cybersecurity, user support, facilities, infrastructure management, and application management personnel.
• Own service quality, operational performance, labor utilization, delivery cost, resource management, and compliance with contractual, organizational, security, and service-management requirements.
• Establish, maintain, and measure operational processes, service delivery procedures, knowledge collateral, and controls that support reliable, secure, and scalable delivery.
• Monitor service-level agreements, key performance indicators, incidents, customer issues, and operational risks; lead corrective actions and provide timely reporting to program and client leadership.
• Provide workforce leadership, coaching, mentoring, performance management, staffing oversight, and clear role expectations to sustain a high-performing technical operations team.
• Support solution development, service growth, transition activities, and continuous-improvement initiatives by identifying operational efficiencies, capability needs, and opportunities to strengthen delivery outcomes.

Required Qualifications

• Bachelor's degree in Finance, Business Administration, Computer Science, Computer Engineering, Information Systems, Operations Management, or another related discipline.
• At least 12 years of experience in IT operations or a related technical operations environment, including increasing responsibility for service delivery, operational performance, and complex technical teams.
• At least 10 years of leadership experience aligned to IT service delivery, operations management, managed services, or a comparable delivery capability, including leadership experience supporting a federal client environment.
• Demonstrated experience managing end-to-end IT service delivery, including staffing, labor management, operational processes, delivery costs, controls, service quality, customer escalations, and continuous-improvement activities.
• Demonstrated understanding of high-performance computing environments and the operational dependencies among infrastructure, applications, cybersecurity, user support, and facilities functions.
• Active Secret security clearance and U.S. citizenship are required.
• Ability and willingness to work on site and relocate to Aberdeen Proving Ground, Maryland, as required.

Preferred Qualifications

• Current certification meeting DoD 8140 Workforce Role 802 - IT Project Manager (Intermediate) requirements, including Security+, GSEC, or DAWIA Project Management Practitioner.
• Current Project Management Professional certification and ITIL Foundation v3 or v4 certification.
• Experience leading IT service delivery or technical operations in a federal, defense, research, or high-performance computing environment.
• Experience supporting Infrastructure Management Services, Application Management Services, operational transition activities, and continuous service-improvement initiatives.

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.

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.