Service Delivery – Agreements Manager

Service Delivery – Agreements Manager

Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and health industries. 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 commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Your greatest work is ahead!

Leidos is hiring a Service Delivery – Agreements Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD, Joint Base Anacostia-Bolling, DC, and the Pentagon. The successful candidate will assist the Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services.

Primary tasks include:

• Partnering with the Chief of Operations, augmenting the Government staff, in building, updating, and reviewing MOU/MOAs between the 844 CG and external customers.
• Partnering with the Strategic Operations Manager and Problem Management team to identify negative service trends and aid in solution development.
• Teaming with the contract Current Operations Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
• Teaming the contract Current Operations Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
• Collaborating with the Operations Fusion Team to develop strategic communications regarding changes to the service catalog.
• Collaborating with 744 CS, 794 CS, and 844 CS government and contract leads as well as requesting unit to refine MOU/MOA requirements, mapping them to Service Catalog items to shape a support / cost model.
• Developing products and briefing senior stakeholders on progress / status of ongoing MOU/MOA negotiations as well as annual reviews.
• Assisting government stakeholders and contract leads to identify support risks, mission gaps, and resource needs based on customer requirements, current Service Catalog offerings, and operational models.
• Reviewing and recommending updates to existing MOU/MOAs annually.
• Ensuring the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently.
• Analyzing internal work center processes for continuous process improvement to meet stakeholder desired mission end state.
• Driving special projects aim at enhancing or improving service delivery and customer experience.
• Analyzing service request templates, ticket queue routing, Remedy processes, and monitoring tools for continuous improvement, efficiency, and effectiveness.
• Developing new and/or modifying existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
• Engaging customers to ensure catalog items provide desired effects and recommend changes as required.
• Guiding development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
• Engaging stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
• Collaborating with teammates to develop, modify, and update Service Catalog items.

Basic qualifications include:

• BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Additional years of experience may be used in lieu of degree.
• Military or Government Experience – Familiarity with defense communication strategies and operational security
• Strategic Thinking – Ability to develop and execute long-term communication plans aligned with military objectives.
• Must have a full DoD Secret Clearance at start.
• Minimum of eight years of experience in quality assurance and/or process improvement.
• Prior experience working in the National Capital Region.
• Strong organizational skills
• Excellent written and oral communications skills

Preferred qualifications include:

• Information Technology Infrastructure Library (ITIL) Foundations certification.
• Prior experience developing/maintaining a Service Catalog.
• Familiarity with the Headquarters Air Force staff organization.
• Exposure to BMC Remedy and its Digital Workplace Catalog.
• Continuous Process Improvement certification or executive course.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

Pay Range $92,300.00 - $166,850.00

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.