IT Operations Manager

Job Title: IT Operations Manager

Location: Rockville, MD

CyberData Technologies is seeking an experienced Operations Manager to lead change, release, and configuration management activities. This role ensures the efficient delivery of IT services by managing processes, resolving production issues, and maintaining strong relationships with customers, partners, and vendors. The ideal candidate will possess in-depth expertise in ITIL-based frameworks and ServiceNow applications, with proven leadership in IT service management.

Responsibilities:

Oversee ITMB's Change and Release processes in alignment with the ITIL Framework.

Run weekly Change Advisory Board (CAB) and Technical Review Board (TRB) meetings.

Organize and facilitate monthly Steering Committee meetings, including preparation of agendas, minutes, and follow-up actions.

Evaluate and improve existing processes related to the Change Advisory Board (CAB).

Maintain electronic request-for-change forms and workflows using ServiceNow.

Develop and manage the Change Schedule to ensure timely implementation of changes.

Provide user support for the Change Management Process.

Conduct release management activities per ITIL guidelines.

Ensure compliance with ITIL-based Change Management principles.

Provide Configuration Identification, defining and maintaining the structure of the Configuration Management System (CMS).

Manage Configuration Control to ensure that changes to Configuration Items (CIs) are authorized and accurately recorded in the CMS.

Conduct Configuration Verification and Audits to confirm the CMS reflects the live production environment accurately.

Deliver configuration management processes and sub-processes aligned with the ITIL Framework.

Develop and maintain a comprehensive Configuration Management Plan.

Create and maintain a list of identified configuration items with supporting documentation.

Generate status reports on configuration items and changes.

Provide detailed audit reports, including findings and action plans.

Supervise staff operations to ensure effective service delivery.

Deliver training sessions and materials to staff on change, release, and configuration management.

Assist users in accessing and utilizing IT services effectively.

Qualifications:

Experience:

Minimum of 5 years of experience in change, release, and configuration management.

Proficiency in using ServiceNow ITSM applications.

Proven ability to manage IT service delivery processes and resolve production-related issues effectively.

Skills:

Strong verbal and written communication skills for engaging with technical staff and senior management.

Excellent time management and organizational abilities to prioritize tasks and meet deadlines.

In-depth understanding of ITIL-based Change, Release, and Configuration Management principles.

Certifications:

ITIL Certification or equivalent experience in ITIL-based processes.

National Defense Industrial Association (NDIA) Configuration and Data Management or equivalent certification preferred.