Job Description

Public Trust: MBI (T2)

Requisition Type: Regular

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

Revenue Operations (RevOps) Manager

As the RevOps Manager, you are the “front door” and connective tissue between mission stakeholders and the delivery teams. You will own the service catalog, experience-level objectives (XLAs), communications, training/adoption programs, and the Voice-of-Customer (VoC) loop that turns feedback into measurable improvements. Working across delivery teams, cybersecurity, finance, and vendor partners, the RevOps Manager makes sure every service has plain-language expectations (experience targets like “time to restore” and “time to fulfill”), clear inclusions/exclusions, and an easy path to adoption. You’ll standardize how services are requested, launched, communicated, and measured, ensuring outcomes drive decisions. In short, this role turns complex, multi-domain operations into a simple, predictable, and transparent experience for executives, technical teams, and everyday users.

Timeline:  This is a contingent posting, expected to start in August, 2026

HOW Veterans Healthcare CTO WILL MAKE AN IMPACT

As a RevOps Manager supporting the Department of Veterans Affairs in Austin, TX, you will replace ad-hoc work with product-like experience that is easier to use and easier to manage. That means a clear, unit-priced service catalog; plain-language release notes and status communications; and dashboards that executives and non-technical users can understand at a glance. You’ll reduce variance and cost by championing requests to enterprise design patterns, increasing Tier-0/1 self-service, and coordinating change across delivery teams so there are no surprises. Your work directly lifts availability (fewer change collisions), accelerates time-to-fulfill, raises CSAT/NPS, and improves forecast accuracy by turning demand signals into predictable, planned work. In a multi-vendor environment, you’ll enforce a single playbook for communications, ensuring seamless, accountable delivery to VA customers. The result is felt in the numbers and on the front line: faster fulfillment of common requests, quicker recovery when issues occur, higher satisfaction for VA staff and Veterans, and forecasts that match reality because demand signals are translated into planned, measurable work.

WHAT YOU’LL NEED TO SUCCEED:

• Education : Bachelor's Degree. In lieu of a degree, an additional four years of related experience required
• Experience :
  • 10+ years in enterprise IT service management, product operations, or customer success, with at least 3 years leading cross-functional programs at federal scale (e.g., VA, DoD, DHS, HHS) or Fortune 500
  • Demonstrated ownership of a service catalog and outcomes-based SLAs/SLOs/XLAs; history of improving MTTR, time-to-fulfill, CSAT/NPS, and adoption at scale.
  • Hands-on experience running VoC programs, QBRs/MBRs, and release/change communications across multiple stakeholder groups (executive, technical, end-user).
  • Proven success operating in multi-vendor / SIAM environments with shared KPIs and cross-vendor OLAs.
  • Experience aligning operations to frameworks such as ITIL 4 / ISO 20000, NIST CSF/RMF, Zero Trust/TIC 3.0, and FinOps/TBM
• Technical skills :
  • ITSM & CMDB: Expert in ServiceNow (or equivalent) for catalog design, workflows, request/incident/change, knowledge, and service mapping; understands OLA/SLA modeling end-to-end.
  • Observability & SRE: Comfortable reading SLO dashboards; understands telemetry-based signals (logs/metrics/traces), incident timelines, error budgets, and change success metrics.
  • Analytics & Reporting: Builds executive-ready scorecards in Power BI/Tableau; tracks unit economics and forecast vs. actual in partnership with FinOps/TBM (Apptio or equivalent).
  • Cloud & Platform Literacy: Working knowledge of AWS/Azure/GCP service catalogs, identity (SSO/PIV/FIDO), and standard enterprise design patterns; understands CI/CD release trains and policy-as-code gates.
  • Security & Compliance Awareness: Knows how operational communications and change windows intersect with Zero Trust, ATO sustainment, and audit evidence
• Security clearance level : Public Trust
• Skills and abilities:
  • Customer Advocacy & Communication: Exceptional plain-language writing and storytelling; converts technical updates into clear “what changed/why it matters/what to do” guidance.
  • Stakeholder Leadership: Facilitates workshops with business owners, engineering, security, and finance; drives consensus and documented decisions in complex environments.
  • Outcome Focus & Measurement: Defines XLAs and counter-metrics to prevent gaming; ties improvements to measurable KPI deltas and publishes trends transparently.
  • Process Design & Continuous Improvement: Builds simple, repeatable playbooks for launches, changes, and incident comms; runs A/B pilots and scales what works.
  • Negotiation & Vendor Management: Holds partners to cross-vendor OLAs and shared scorecards; resolves ownership gaps and escalations quickly.
  • Change Management: Applies Prosci/ADKAR (or similar) to training, adoption, and communications plans; boosts self-service and reduces avoidable tickets.
  • Organization & Execution: Operates a quarterly roadmap and comms calendar; meets deadlines across simultaneous launches and maintenance windows.
• Preferred Certifications:
  • RevOps Professional (or equivalent)
  • ITIL 4 Managing Professional
  • ServiceNow CIS (ITSM/CSM)
  • Prosci/ADKAR
  • FinOps Certified Practitioner
  • SAFe/Agile
• Location : Austin, TX – Hybrid Remote with periodic on-site meetings as required by the customer

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you build your skills and own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and 10 company-paid holidays

If you are passionate about turning complex enterprise IT into a simple, reliable, and transparent experience for VA customers, and you thrive at the intersection of service, product, and finance, we’d like to meet you.

Work Requirements

Years of Experience

10 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

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