Operations Manager

Company Overview
Adaptivestack Technologies Inc. is a dynamic software company comprised of a diverse network of technology and business professionals serving both federal and private sector markets. Our team excels at delivering innovative solutions on time and within budget, leveraging extensive experience across healthcare, defense, and other critical industries. We pride ourselves on being adaptive—embracing new technologies, methodologies, and processes to meet evolving business needs.

Overview
AdaptiveStack Technologies is seeking an experienced Operations Manager to support the Department of Veterans Affairs (VA) VHA Finance Product Line (PL), specifically within the Managerial Cost Accounting (MCA) sub-Product Line. This role requires a blend of IT project leadership expertise, strong operational management skills, and exceptional cross-functional communication abilities to oversee day-to-day operations, manage incident responses, and drive continuous improvement efforts across the sub-product line.

In this role, you will serve as the operational backbone of the MCA team – monitoring workflows, facilitating stakeholder communication, and partnering with technical teams to troubleshoot issues, plan system upgrades, and implement infrastructure improvements. You will leverage tools such as Jira, ServiceNow, and GitHub to manage operational challenges and opportunities for improvement while applying Agile Lifecycle Management and cybersecurity best practices to ensure that mission-critical systems remain reliable and compliant. The position does not carry direct supervisory responsibility but demands thought leadership, rapid learning, and an innovative mindset to guide clients through conceptualization, strategic planning, and execution.

Key Responsibilities

• Operational Oversight and Issue Resolution: Oversee daily operations in collaboration with the sub-product line manager, ensuring smooth workflows and timely issue resolution. Monitor incident responses and escalate as needed to minimize service disruptions and maintain operational continuity.
• Stakeholder Input and Process Improvement: Provide observations, input, and feedback to the sub-product line manager on operational challenges, process improvements, efficiency enhancements, risks and issues, blockers, technical innovation opportunities, and VHA customer relationship management. Identify and champion actionable recommendations.
• Tools-Driven Operational Management: Utilize Jira, ServiceNow, and GitHub to monitor operational health, understand improvement opportunities, track work items, and report on progress. Ensure accurate and up-to-date records of IT systems, processes, and configurations.
• Technical Collaboration and Infrastructure Planning: Work closely with technical teams to troubleshoot existing issues, plan system upgrades, and implement long-term infrastructure improvements. Support cloud migration preparations and ad hoc tiger team initiatives as directed.
• Cross-Functional Communication and Stakeholder Alignment: Facilitate cross-functional communication by organizing stakeholder meetings and follow-ups to ensure alignment and minimize communication gaps. Build and maintain strong relationships with VHA clients and internal organizational stakeholders.
• Special Projects Management: Manage special projects as assigned by the sub-PL manager, including cloud migration preparations and tiger team initiatives to address pressing, ad hoc operational needs.
• Cybersecurity Compliance: Apply cybersecurity best practices to identify, assess, and remediate critical vulnerabilities, ensuring compliance with VA and federal security policies and standards.
• Agile Delivery Support: Partner with project managers to define Jira epics, user stories, and tasks; track progress; and drive work items to successful completion. Actively participate in and, at times, lead continuous improvement efforts to advance Agile Lifecycle Management maturity across the portfolio, product line, and sub-product line.
• Performance Monitoring and Reporting: Manage product team and sub-PL performance and reporting by establishing and closely tracking objectives and key results (OKRs) and key performance indicators (KPIs). Contribute to status reports and operational metrics.
• IT Service Level Management: Define and maintain IT service levels and agreements, including incident response, problem resolution, and service request fulfillment. Collaborate with peer operations managers across product lines to support cross-cutting process improvements.

Required Experience and Qualifications

• Master’s degree in Computer Science, Electronics Engineering, or other engineering or technical discipline. (10 years of additional relevant experience may be substituted for education.)
• Strong understanding of ITSM frameworks, such as ITIL, with demonstrated ability to apply best practices in incident, problem, change, and service request management.
• Proven documentation and knowledge management skills to maintain accurate, up-to-date records of IT systems, processes, and configurations.
• Strong understanding of IT performance monitoring and reporting at the product team and sub-PL levels, including OKR/KPI development and tracking.
• Excellent interpersonal and communication skills to work effectively with IT departments, business units, VHA clients, and external stakeholders to align IT operations with organizational objectives.
• Demonstrated ability to manage multiple concurrent tasks and competing priorities in a fast-paced, dynamic environment.
• Proficiency with MS Office Suite, MS SharePoint, and MS Teams for documentation, collaboration, and communication.
• Highly motivated analytical thinker with proven problem-solving abilities and a track record of taking initiative in complex operational environments.
• Ability to quickly learn client environments, conduct independent research, and lead or support the resolution of complex issues.
• Excellent verbal communication, oral presentation, facilitation, and written communication skills. Ability to translate technical concepts for non-technical audiences.
• Strong attention to detail with the ability to meet deadlines, maintain organized records, and ensure accuracy across all deliverables.

Required Experience and Qualifications

• Previous experience supporting VA Health Finance, VHA, or federal government IT operations programs.
• Proficiency with ServiceNow for ITSM workflow management, documentation, and reporting (highly preferred).
• Proficiency with Jira for Agile project tracking, epic/story management, and sprint reporting (highly preferred).
• VA project management experience, including familiarity with VA processes, compliance standards, and organizational structure (highly preferred).
• Experience across all areas of the Software Development Life Cycle (SDLC).
• Knowledge of cloud migration strategies, DevSecOps practices, and government IT modernization initiatives.
• Understanding of Agile/Scrum methodologies and sprint-based delivery approaches.
• Experience with cybersecurity frameworks, vulnerability remediation, and federal security compliance (NIST, FISMA, FedRAMP).
• Certification: ITIL 4, PMP, CSM, SAFe, or other IT Service Management / Agile / Project Management certifications.

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• Master's (Preferred)

Experience:

• Project management: 3 years (Preferred)
• Microsoft Office: 5 years (Preferred)
• Jira: 3 years (Preferred)
• ServiceNow: 3 years (Preferred)
• SDLC: 3 years (Preferred)

Language:

• English (Preferred)

License/Certification:

• ITIL Certification (Preferred)
• PMP (Preferred)
• Certified Scrum Master (Preferred)

Security clearance:

• Confidential (Preferred)

Work Location: Remote