Manager

• Provide end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments; own SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity
• Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities
• Lead Service Governance (CAB/CCB/ARB participation) balancing velocity, reliability, and security; maintain decision records and traceability
• Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
• Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
• Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover)
• Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, staff) to meet growth and seasonal mission loads
• Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations
• Chair/drive change quality: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation
• Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact
• Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration)
• Drive RCA with durable corrective actions; track aging and verify effectiveness
• Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene)
• Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment)
• Align operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure
• Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles
• Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements
• Manage third party performance to underpin SLAs (circuits, managed services, hardware/software support); drive remediation plans where needed
• Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs
• Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, ticket backlog aging, CSAT/NPS)
• Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions
• Lead a matrixed team of controllers/engineers/analysts; set objectives, staffing plans, training paths, and on call rotations
• Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth
• Other duties as assigned

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