Senior Service Delivery Manager Lead

Senior Service Delivery Manager Lead

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Senior Service Delivery Manager Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations. In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.

This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Primary Responsibilities

• Strategic Leadership

  • Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel, fostering a culture of continuous improvement and customer-centric service.

  • Act as a primary change agent, driving the adoption and optimization of ITIL4 processes and practices within the team.

  • Attend customer meetings to present the status of IT operations, report on key performance indicators (KPIs), and align service delivery with mission objectives.

• Process and Platform Management

  • Lead the strategy for leveraging and enhancing ServiceNow functionality, with a focus on ITSM, ITOM, and SAM/HAM modules.

  • Develop and mature the Problem Management and Knowledge Management processes to reduce incidents and improve resolution efficiency.

  • Control and optimize team workflow, ensuring tasks are prioritized based on mission impact and Service Level Agreements (SLAs).

• Operational & Team Management

  • Oversee task tracking and reporting using the ITSM system, ensuring all activities are accurately documented.

  • Collaborate with various departments to gather information and ensure documentation (SOPs, TTPs, and how-to guides) accurately reflects current and future-state processes.

  • Facilitate team meetings, including weekly operations reviews, performance analysis, and training sessions to build team capabilities.

• Performance & Reporting

  • Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics, customer experience, and AQL/SLA targets.

  • Document all support requests and troubleshooting processes in the ticketing system, ensuring data quality for performance analysis.

  • Maintain and revise technical documentation to reflect current system configurations and process modifications.

Basic Qualifications

• Active TS/SCI clearance.

• Bachelor's Degree with 8+ years of relevant experience or a Master's Degree with 6-10 years of experience. (Additional, specific experience will be considered in lieu of a degree).

• Demonstrated experience driving measurable improvements in service desk operations, enhancing the customer experience, and achieving and exceeding AQL/SLA targets.

• Current ITIL 4 Foundation Certification or higher.

• Demonstrated experience with ServiceNow, including at least four (4) years of hands-on work with an ITSM ticketing system.

• Experience with automated call distribution (ACD) / Interactive Voice Response (IVR) systems

• Must possess an Information Assurance Technician (IAT) Level II certification.

• Experience with remote desktop takeover tools.

Preferred Qualifications

• Applicable ServiceNow certifications (e.g., Certified System Administrator - CSA, Certified Implementation Specialist - ITSM).

• Experience with the implementation and maturation of ITIL4 components (especially Problem and Knowledge Management) within a Department of Defense (DOD) agency.

• Experience with ServiceNow ITOM and/or SAM/HAM modules.

• Systems or network administration experience in Windows Server and/or Cisco environments.

• Certification in other process improvement frameworks such as Lean Six Sigma, or HDI.

Clearance Required:

• Must possess an active DoD TS/SCI at time of consideration

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.