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IT Operations & Service Delivery Manager
Baltimore, MarylandThe IT Operations & Service Delivery Manager is responsible for the overall operational oversight, performance, and continuous improvement of identity and access management services supporting our federal customer. This role provides management, direction, and accountability for Identity, Credential and Access Management services and the teams that support them.
The IT Operations & Service Delivery Manager ensures services are delivered in accordance with contractual service levels, customer requirements, and IT Service Management (ITSM) best practices. This role serves as the primary operational escalation point and works closely with Program Management, federal stakeholders, and technical teams to ensure reliable, secure, and customer-focused ICAM operations.
Core Responsibilities
Operational Oversight & Service Delivery
Required Skills and Qualifications
Preferred Qualifications
Role Characteristics
The IT Operations & Service Delivery Manager ensures services are delivered in accordance with contractual service levels, customer requirements, and IT Service Management (ITSM) best practices. This role serves as the primary operational escalation point and works closely with Program Management, federal stakeholders, and technical teams to ensure reliable, secure, and customer-focused ICAM operations.
Operational Oversight & Service Delivery
- Own the day-to-day operations of ICAM services, ensuring consistent, high-quality delivery
- Ensure incidents and service requests are handled within contractual SLAs and performance targets
- Establish and monitor operational metrics, dashboards, and reports for service performance
- Oversee ServiceNow (SNOW) queue health, workload distribution, and ticket quality
- Manage and provide direction to ICAM Administrators and engineers supporting operations
- Ensure appropriate staffing, workload coverage, and skill alignment across ICAM operations
- Set operational goals and expectations for ICAM teams and monitor performance against them
- Foster a culture of accountability, customer service excellence, and continuous improvement
- Serve as the senior operational escalation point for critical incidents involving ICAM
- Coordinate cross-team response during high-impact incidents and outages
- Ensure timely, transparent communication with Program Management and customer stakeholders during escalations
- Oversee root-cause analysis and corrective action planning for recurring or systemic issues
- Define, refine, and enforce operational processes for identity and access management support
- Review and approve recommendations for improvements to:
- Ticket workflows
- SNOW configurations
- Support procedures and escalation paths
- Drive operational excellence initiatives to reduce incidents, improve response times, and enhance user experience
- Ensure proper execution of the end-to-end identity lifecycle, including onboarding, access changes, and offboarding
- Oversee role-based access control (RBAC) practices to ensure least-privilege access
- Ensure ICAM operations align with federal security, compliance, and audit requirements
- Ensure the creation, maintenance, and governance of:
- Knowledge Base Articles (KBAs)
- Standard Operating Procedures (SOPs)
- Operational runbooks and process documentation in Confluence
- Promote documentation standards and consistency across ICAM teams
- Act as the primary operational interface with Program Management and federal stakeholders
- Provide insights into operational risks, trends, and improvement opportunities
- Participate in and facilitate meetings to provide operational guidance to customer
- Support audits, reviews, and compliance activities related to ICAM services
- Strong leadership and operational management experience in identity and access management environments
- Deep understanding of ICAM products and identity lifecycle processes
- Advanced experience with ServiceNow (SNOW) for incident, service request, and reporting management
- Proven ability to manage teams, set priorities, and drive outcomes without day-to-day supervision
- Strong analytical skills for identifying trends, risks, and systemic issues
- Excellent customer service mindset with the ability to instill service excellence across teams
- Exceptional written and verbal communication skills for executive, customer, and technical audiences
- ITIL 4 Foundation certification in IT Service Management (ITSM)
- Bachelor of Science Degree in Information Systems.
- Experience supporting or contracting with a federal client, preferably CMS
- Experience managing identity services in a regulated or compliance-driven environment
- Management role with accountability for people, process, and performance
- Strategic and operational focus rather than hands-on ticket resolution
- Serves as a key decision-maker for ICAM operations and service delivery