Site Service Delivery Operations Lead - ERDC DSRC

asmexternalcareersite; Jackson (MS); On-site; USD 120,000 - 180,000; Full time

Job summary

ASM Research seeks a Site Lead – DSRC to manage on-site operations for a federal HPC environment in Vicksburg, MS. You will lead a 20–38 FTE team delivering 24/7 IT services, focusing on service quality, cost, and client satisfaction.

You will coordinate with system admin, cybersecurity, user support, facilities, and app management, driving improvements and ensuring compliance with security and contractual requirements.

Qualifications

• Bachelor’s degree in Finance, Business Administration, Computer Science, Computer Engineering, Information Systems, Operations Management, or related discipline.
• 12+ years of IT operations experience with increasing responsibility for service delivery and teams.
• 10+ years of leadership in IT service delivery or comparable capability, including federal client experience.
• Experience managing end-to-end IT service delivery, staff, costs, and service quality.

Responsibilities

• Lead daily on-site operations for a 20–38 FTE team delivering continuous IT and HPC services.
• Serve as primary point of contact for client leadership, communicating status, performance, risks, and actions.
• Direct and integrate cross-functional teams: system administration, cybersecurity, user support, facilities.
• Own service quality, labor utilization, delivery costs, and compliance with contractual and security requirements.
• Establish and measure operational processes, knowledge assets, and controls for reliable delivery.
• Monitor SLAs, KPIs, incidents, and risks; report findings and drive corrective actions.
• Provide workforce leadership, coaching, and staffing oversight to sustain high performance.
• Support solution development, service growth, and transition initiatives.

Skills

Leadership experience

IT operations management

Stakeholder communication

Risk management

Team coordination

Security clearance

Federal client experience

Education

Bachelor’s degree in related discipline

Job description

The Site Lead – DSRC serves as the on-site Service Delivery Operations Lead for a geographically separated federal high-performance computing environment in Vicksburg, Mississippi. 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 Vicksburg, Mississippi, 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.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

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.