Service Delivery Manager

Information Technology Service Delivery Manager

Your greatest work is ahead! Leidos is hiring a customer-oriented Information Technology Service Delivery 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.

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation.

Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your resume with us today!

Primary Tasks:

• Assist Senior Service Delivery Manager through internal assessments and reviews to ensure compliance with both contract service level / performance standards and deliverables.
• Provide data analysis including extraction, transformation, loading, and running reports and queries of associating performance data and metrics against applicable performance measures.
• Develop data-driven performance metric / ticket execution briefs for both contract and government stakeholders.
• Development and implement the Performance Measurement Plan (PMP) for delivering and maintaining quality services in a large enterprise IT services environment.
• Perform performance management reviews with the Program Manager and government Contract Office Representatives.
• Oversee the Field Operations program office, establishing the standard processes and performance frameworks for all AFNCR sites. Includes desktop support, routine requirements, personal wireless, managed print services, and more.
• Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently.
• Analyze internal work center processes for continuous process improvement to meet stakeholder desired mission end state.
• Collaborate across the program in support of an overarching quality management function across all teams and work centers.
• Assist the Chief of Operations by providing onsite support and consultation to in-need work centers to drive efficiencies to remediate performance deficiencies.
• Assist the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
• Assist the Strategic Operations Manager develop strategic communications regarding changes to the service catalog.
• Assist the contract UX Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
• Assist the contract UX 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.
• Drive special projects aim at enhancing or improving service delivery and customer experience.
• Analyze service request templates, ticket queue routing, Remedy processes, and monitoring tools for continuous improvement, efficiency, and effectiveness.
• Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
• Engage customers to ensure catalog items provide desired affects and recommend changes as required.
• Guide development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
• Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
• Collaborate with teammates to develop, modify, and update Service Catalog items.
• Develop and execute the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
• Develop and execute the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.

Basic Qualifications:

• Bachelor's degree with 8+ years of related experience or a Master's degree with 6+ year of related experience, additional years of experience may be used in lieu of degree.
• Must have a full DoD Secret Clearance at start.
• Minimum of eight years of experience in quality assurance and/or process improvement.
• Prior experience developing/maintaining a Service Catalog.
• Prior experience working in the National Capital Region.
• Exposure to BMC Remedy and its Digital Workplace Catalog.
• Information Technology Infrastructure Library (ITIL) Foundations certification.
• Project Management Professional certification.

Preferred Qualifications:

• Prior experience as a Service Delivery Manager at an Air Force or other military organization.
• Familiarity with the Headquarters Air Force staff organization.
• Experience with Service Now with Service Now/Remedy migration a plus.
• Continuous Process Improvement certification or executive course.

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.