Enterprise Operations Manager

Enterprise Operations Manager

The Enterprise Operations Manager serves as the senior contractor operational lead responsible for overseeing and synchronizing enterprise-level Technical Operations Support (TOS) services across the 480th Intelligence, Surveillance, and Reconnaissance Wing (480 ISRW). This individual provides strategic and operational leadership to ensure seamless integration of AF DCGS (AN/GSQ-272 SENTINEL) weapon system support, enterprise network services, and mission assurance functions across geographically distributed core sites and Other Supported Locations (OSLs). The Enterprise Operations Manager serves as the primary operational interface between the contractor workforce and 480 ISRW Government leadership (480 ISRW/A6, COR, and Contracts Functional Director) for all matters related to enterprise operations, service delivery performance, and mission continuity in support of 24/7/365 ISR operations.

Roles and Responsibilities

Enterprise Operations Oversight

• Provide enterprise-wide operational oversight and coordination across all nine (9) contractor functional areas: Network Operations & Management, System Administration & Infrastructure, Database Administration, Security Operations, Project Management & Engineering, Web/Collaboration Services, Telecommunications, Data Center Management, and DevOps/Cloud Operations.
• Synchronize operations across the DCGS Operation Center (DOC) East and West, Maintenance Control Center (MCC), Mission Assurance Help Desk, and Open Architecture Management Center (OAMC).
• Ensure uninterrupted 24/7/365 mission-essential operations supporting ISR Processing, Exploitation, and Dissemination (PED) for combatant commands.
• Oversee enterprise service delivery across Campus Area Network (CAN), Wide Area Network (WAN), East Coast Hub (ECH), West Coast Hub (WCH), and AF DCGS Point of Presence (AFDPoP) operations.

Service Delivery & Performance Management

• Monitor and enforce compliance with Help Desk response time requirements: URGENT (15-minute response), HIGH (1-hour), MEDIUM (4-hour), and LOW (8-hour) per PWS Attachment D.
• Track and report enterprise operational health metrics including system availability, Mean Time Until Failure (MTUF), Mean Time to Repair (MTTR), unplanned/planned downtime, and network trend analysis.
• Ensure 100% of deliverables are met and received on time in accordance with PWS performance standards.
• Maintain workforce stability metrics: <3.5% lapse rate, no more than 10% core positions vacated in any 12-month period, and vacancies filled within 15 calendar days.
• Prepare and deliver monthly reports, quarterly network trend analysis (PowerPoint), and weekly cyber readiness updates to Government leadership.

Multi-Site Coordination

• Coordinate operations across JBLE (primary), Beale AFB, and all CONUS/OCONUS Other Supported Locations including Fort Gordon, GA; Ramstein AB, Germany; JB Pearl Harbor-Hickam, HI; and Republic of Korea.
• Ensure bandwidth provisioning and connectivity between DCGS sites supports mission requirements.
• Manage site lead coordination and ensure consistent service delivery standards across all locations.

IT Service Management & Change Control

• Implement and maintain IT Service Management (ITSM) processes aligned with the ITIL framework as referenced in the PWS.
• Coordinate with the Configuration Control Board (CCB) on enterprise change management, ensuring operational impacts are assessed and communicated prior to implementation.
• Manage Authorized Service Interruption (ASI) scheduling and coordination through the MCC.
• Support Integrated Product Teams (IPTs) and the Project Management Office (PMO) on data center projects and integration efforts.

Mission Assurance & Continuity

• Develop, implement, and maintain enterprise Continuity of Operations (COOP) plans for mission-essential services per DFARS 252.237-7032.
• Lead enterprise-level incident response, escalation procedures, and risk mitigation strategies to minimize mission impact.
• Coordinate surge/overtime operations for real-world emergencies and exercises.
• Ensure compliance with DCGS Program Office requirements within 7-day response timelines.

Workforce & Stakeholder Management

• Oversee workforce planning and scheduling to ensure adequate staffing levels across all operational shifts supporting 24/7/365 operations (~90+ FTEs across all sites).
• Ensure zero certifications lapse or expire due to contractor error and 100% of Key Personnel are qualified at performance start.
• Communicate directly with 480 ISRW Contracts Functional Director, COR, and senior-level (GG-15/O-6+) Government decision makers.
• Coordinate with 480 ISRW/A6 (Network/IT leadership) and 480 ISRW/A2 (Intelligence leadership) on operational priorities.
• Provide continuity folders and ensure personnel receive duty/responsibility documentation.

Qualifications

Experience

• Minimum of 12 years of progressive experience in IT enterprise operations, network operations management, or C4ISR mission support environments.
• Minimum of five (5) years of experience with AF DCGS, Distributed Common Ground System operations, or equivalent DoD/IC ISR enterprise environments.
• Minimum of five (5) years of experience in a supervisory or management role overseeing large-scale (50+ personnel) operational teams in 24/7/365 environments.
• Demonstrated experience managing multi-site operations across geographically distributed locations.
• Experience interfacing with senior Government leadership (GG-15/O-6 and above) on operational matters.

Certifications (Required)

• DoD 8570.01-M / DoD 8140 compliance (e.g., Security+ CE, CCNA Security, or equivalent) required prior to start or within 90 days of contract start.
• ITIL v4 Foundation (or higher) certification required within 90 days of contract start.
• Project Management Professional (PMP) or equivalent project management certification - required prior to start or within 90 days of contract start.

Security Clearance

• Active Top Secret/Sensitive Compartmented Information (TS/SCI) security clearance required prior to commencing work.
• U.S. Citizenship required.
• Must be eligible for SCI indoctrination through 480 ISRW/A2.
• Compliance with NISPOM (DoD 5220.22M), DD FM 254, and SF 312 NDA requirements.

Desired Qualifications

• Bachelors or Master's degree in Information Technology, Systems Engineering, Business Administration, or related discipline.
• ITIL v4 Managing Professional or Strategic Leader designation.
• CCNP (Cisco Certified Network Professional) or higher networking certification.
• Prior military experience in ISR operations, communications, or cyber (14N, 1N, 17S, 3D, 1B4, or equivalent).
• Experience supporting Air Combat Command (ACC) or 16th Air Force (Air Forces Cyber) missions.
• Familiarity with DCGS PED Architecture (DPA) and PED Tasking Orders (PTO).
• Experience with DevSecOps and cloud operations (IaaS/PaaS), including C2S Commercial Cloud environments.
• Knowledge of XACTA database, HBSS administration, and STIG compliance processes.
• Experience with ATM to Carrier Ethernet/OTN network modernization transitions.
• Familiarity with AFI 17-130 Cybersecurity Program Management and related Air Force IT instructions (AFI 33-211, 33-212, 33-213, 33-215, 33-216).

Supervisory Responsibilities