Description

Job Description:

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a investment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

The Leidos Partnership for General Services Administration is looking for a self-motivated Service Delivery Manager with the desire for success and a relentless interest in providing a positive customer experience to complement a cohesive team of IT professionals. This program provides modernization of Infrastructure Technology for the Digital Innovation of the General Services Administration. You will be accountable for guiding large-scale IT service delivery using ServiceNow with an emphasis on best practices to transition to easy-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.

In assuming this position, you will be a critical contributor to meeting the customer's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

This position is 100% telework and based in the U.S. Per the contract, U.S. Citizenship or U.S. Permanent Resident status is a requisite to obtain the necessary clearance.

Below are some examples of the things you will do:

• Direct a contract team in building and updating the program IT Service Catalog within ServiceNow.

• Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently.

• Evaluate service request templates, ticket queue routing, ServiceNow processes, and monitoring tools for continuous improvement, efficiency, and effectiveness.

• Engage customers to ensure catalog items provide desired affects and recommend changes.

• Oversee development and sustainment of the program customer-facing, electronic Service Catalog.

• Partner with teammates to develop, modify, and update Service Catalog items and service request templates.

• Develop and execute the Service Catalog training program, ensuring customers are familiar with the contents and functionality (make requests, track status, and provide feedback) and IT technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.

• Define and achieve key performance indicators that demonstrate delivery of value to customers.

We are looking for someone with:

• A Bachelor's degree in a technical field such as System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline with 15+ years of relevant professional experience.

• Technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery, in environments with similar in size, scope, and complexity.

• Recent (within the last five years) exposure with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.

• Involvement with leveraging ServiceNow for service delivery.

• Familiarity in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.

• Willing to travel for key customer-facing quarterly meetings.

• ITILv4 Foundation Certification and completion of one or more modules toward the ITIL v4 Strategic Leader (ITIL 4 SL) certification.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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