RIS Program Operations Director (Government)

AT&T•Columbia, MD

3d•Onsite

About The Position

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant AT&T has an opening for an Operations Director responsible for leading program operations and communications, serving as the focal point for service performance, contract and SLA compliance, mission assurance readiness, and knowledge management. This role partners closely with internal leadership, service delivery teams, and subcontractors to deliver clear, consistent user communications, drive continuous service improvement, and ensure the program remains fully staffed, prepared, and mission-ready. Description of Job Duties/Responsibilities: The Operations Director leads end-to-end program communications and support operations for a large, mission-focused IT program. This role serves as the central point of contact for critical enabling functions—ensuring service performance, contract compliance, mission assurance readiness, and continuous improvement—while maintaining strong alignment with internal teams, leadership, and subcontract partners. Key Responsibilities: This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Requirements

SLA & Performance Management: Proven experience managing Service Level Agreements (SLAs) and operational KPIs in a contract- or service-driven environment. Ability to monitor performance, analyze trends, and drive corrective actions to ensure ongoing compliance.
Customer Engagement & Stakeholder Management: Strong customer-facing skills with the ability to build trust and credibility with government and/or enterprise stakeholders. Experience coordinating across internal teams and external partners/subcontractors to deliver outcomes.
Communications (Written & Verbal): Exceptional written communication skills for drafting clear, consistent operational messaging (e.g., outage notifications, service updates, targeted announcements). Strong verbal communication skills for briefings, status updates, and executive-level summaries. Ability to tailor messaging to different audiences (end users, technical teams, leadership).
Leadership & Operational Ownership: Demonstrated ability to lead cross-functional teams, set priorities, and drive execution in a high-tempo operational environment. Strong decision-making and problem-solving skills, including managing competing priorities and responding to operational risks. Experience with continuous improvement practices (process optimization, standardization, reducing recurring incidents).
Personnel Management & Team Development: Experience managing/mentoring a team (direct reports and/or matrixed resources), including workload planning and performance coaching. Skilled at fostering accountability, collaboration, and consistent operational processes across the team.
TS/SCI with polygraph.
The successful candidate must have a high school diploma and 5-10 years of experience in the areas listed below.

Nice To Haves

Proven leadership in IT operations, service delivery, and/or program operations within a contract/SLA-driven environment.
Strong ServiceNow experience (dashboards, reporting, knowledge management, communications workflows).
Excellent written communication skills and experience developing executive- and user-level messaging.
Demonstrated success in mission assurance, operational readiness, and continuous improvement programs.

Responsibilities

Program Communications Leadership: Own user-facing and internal communications across the program, coordinating content, reviews, approvals, and delivery in collaboration with service managers and operations leads.
Service Level & Deliverables Management: Drive continual compliance with contractual SLAs and deliverables using enterprise monitoring tools and ServiceNow dashboards/reports.
Program Support Operations: Oversee daily support functions including knowledge management, travel and training coordination, and operational planning activities.
Mission Assurance Preparedness: Lead mission assurance activities including rosters, processes, and preparedness exercises to ensure operational readiness.
Knowledge Management: Manage a ServiceNow-based knowledge repository of technical and non-technical documentation supporting program execution.
Continuous Service Improvement (CSI): Identify, prioritize, and implement opportunities for improvement through process updates, organizational changes, and technology deployments.
Staffing & Resource Coordination: Lead staffing efforts to fill program vacancies, partnering with talent acquisition and subcontract staffing teams to onboard qualified IT professionals.
Program Management Support: Provide metrics and trend insights for monthly operational reviews; contribute to performance/self-evaluation inputs and review/edit program documentation (e.g., white papers, technical insertions).

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Pro-rated when working less than 40 hrs/wk.
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone