RIS Program Operations Director (Government)

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.

• 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).

Communication Deliverables Include:

• Targeted user emails and ServiceNow email templates.
• Daily enterprise articles and “leave-behind” communications.
• Outage notifications and coordination with change advisory processes.
• Internal communications for employees and subcontractors.

Leadership Expectations:

• Provide guidance, oversight, mentoring, and accountability for a team of IT professionals.
• Engage across program leadership to maintain situational awareness of priorities, risks, and upcoming operational needs.

Qualifications (Preferred):

• 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.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications: The successful candidate must have a high school diploma and 5-10 years of experience in the areas listed below.

SLA & Performance Management:

• Proven experienc