Revenue Operations; RevOps Manager

Req : RQ211629

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other

Required:

MBI (T2)

Job Family: Administration

Skills:

Finance,Financial Analysis,Financial Data,Financial Management,Financial Risk

Experience:

10 + years of related experience

Revenue Operations (Rev Ops) Manager

As the Rev Ops 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 Rev Ops 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

As a Rev Ops 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 Fin Ops/TBM

• Technical skills :

• ITSM & CMDB:
  Expert in Service Now (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 Fin Ops/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.

• Secur…