Enterprise Operations Service Delivery Manager

We are seeking an experienced Enterprise Operations Service Delivery Manager to lead and optimize our IT operations environment. This critical leadership role will oversee infrastructure stability, security, and scalability while driving operational excellence across enterprise support services. The ideal candidate will possess strong technical expertise, proven management skills, and the ability to engage with executive leadership.

The qualified individual will provide comprehensive Infrastructure Support Services (ISS) in support of the SEC Office of Information Technology (OIT) in the area of Enterprise Operations, Enterprise Infrastructure, Enterprise Architecture, and Common Services.  Support shall span across all locations, to include the SEC Headquarter Offices in Washington, DC, the SEC Data Centers, the eleven Regional Offices, and in any location(s) where the SEC operates in the future.

Key Responsibilities:

• Provide strategic and technical leadership across enterprise IT operations, including Service Desk, End User Computing (EUC), and Network Operations Center (NOC) functions.
• Lead a large, cross-functional team of IT professionals, fostering a high-performance culture focused on accountability, collaboration, and mission outcomes.
• Oversee day-to-day operations to ensure availability, security, and performance of cloud and on-prem infrastructure supporting enterprise users.
• Manage service desk operations to ensure timely incident resolution, effective escalation, and delivery of a high-quality end-user experience aligned with SLAs and XLAs.
• Direct EUC services including endpoint provisioning, software deployment, patching, and mobile device support, ensuring secure and modernized user environments.
• Drive continuous improvement through automation, self-service, and analytics to enhance operational efficiency and reduce manual workloads.
• Monitor enterprise IT health and performance through the NOC, ensuring rapid incident response and maintaining real-time situational awareness.
• Collaborate with infrastructure, cybersecurity, and application teams to coordinate service transitions, change management, and operational readiness.
• Implement ITSM best practices, SOPs, and performance metrics to drive consistency, service quality, and operational transparency.
• Forecast and manage operational resource needs, including staffing, tools, training, and emerging technology investments.

Required Qualifications:

• 10 years of experience, may have supervisory or lead experience
• Minimum 8 years of management experience focused on Service Desk and End User Computing programs or projects, including mission-critical systems and IT implementations.
• At least 5 years managing programs of 50+ personnel supporting Enterprise Operations for over 6,000 end users across multiple locations.Three or more years’ experience presenting to and collaborating with C-level executives.
• Certifications in one or more of the following: AWS Cloud, Artificial Intelligence, Security, ITIL.
• Ability to be full-time on-site at SEC HQ in Washington D.C.
• Project Management Professional (PMP) certification (or willing to get one)
• Must be a US Citizen
• Ability to obtain and maintain the necessary Agency Clearance

Desired Qualifications: 

• Expertise in cloud technology and infrastructure management.
• Knowledge of Artificial Intelligence applications and integration.
• Strong relationship management skills at the executive (CXO) level.
• Experience with ServiceNow (SNOW) configuration, customization, and administration.
• Proficiency managing end-user computing environments (Windows, macOS, SMOffice, Office 365, SharePoint, LANs).
• Experience managing Service Desk operations.