More About the Role:
Under the Service Management, Integration, and Transport (SMIT) contract, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, end user services, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.
The Seam End User Services Lead role is an opportunity on the SMIT contract that will challenge you and grow your skills. Leidos is seeking the right candidate to act as a Seams Coordinator for End User Support to support the multi-vendor/multi-contract (MVMC) service environment. The Seams End User Services Lead will work with the Seam Manager to promote the Seam Management process as well as drive implementation and adoption of the integration of services within the organization and the Navy. The position will manage and direct cross-contractor activities, monitor Service Providers and Contracts supporting and providing services or operations to the NMCI network ensuring efficient and effective services, and assist in managing cross-contractor agreements. The focus of this position will be heavy in the End User/Field Service experience and requires a strong understanding of IT Services and ITIL Processes.
The objective is to enable seamless service delivery, an ever-improved user experience, and reduced risk of disruption to mission support and important technology initiatives.
What You'll Get to Do:
•The Systems Engineer focuses on making MVMC seams invisible to program execution by effectively integrating the service into the Navy environment. When issues (seams) occur, coordinates with all stakeholders to identify the root cause and lead the effort to resolve the gap in delivery.
•The Systems Engineer coordinates and collaborates with SMIT team members, other contracts, subcontractors, and Government stakeholders to ensure that seam issues get collaboratively addressed and the impacted service is delivered without future impacts.
•The lead will understand the service area and identify gaps in the delivery model. Assist other process leads (performance, problem, incident, etc.) with updating documentation and activities so that the service delivery experience is continually improved.
•This role will work as part of team to manage integrated services from Leidos and other Navy managed contracts.
•Provides point of contact for seam process related questions, issues and escalations and facilitates seam functional area process related meetings.
•Coordinate the activities and actions related to the integration of services within portfolio of responsibilities.
•Ensures agreed to service support requirements are understood, managed, and monitored.
•Monitors all key SLAs and KPIs of integrated end to end service delivery.
•Works across contracts and integrated teams to effectively communicate and coordinate problem-solving efforts.
•Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and contractual delivery.
•Compiles, analyzes, and reports statistical data and trends relating to integrated services and escalates as appropriate.
•Provides training and mentoring for functional teams to ensure that the integrated service responsibilities are understood and followed.
•Participate in working groups to develop actions related to service portfolio integration. Work independently to manage those actions with consistent communication and ability to maintain delivery dates.
You'll Bring These Qualifications:
•Bachelor's Degree in Engineering discipline; 4-8 years of prior relevant experience or master’s degree with 2-6 years of experience.
•Four (4) plus years of experience in End User Support.
•U.S. Citizen and DOD Secret Clearance.
•Specialized experience in a single discipline such as leadership in the end user space, ITIL process leader, integration activities, cross-discipline functions, data engineering, industry expertise, knowledge engineering or transitional evolution.
•Experience in documenting processes and procedures and creating Standard Operating Procedures (SOPs).
These Qualifications Would be Nice to Have:
•Experience across a broad range of programs with increasing responsibility.
•Experience with Navy/Marine Corps or other Navy networks supporting end user services.
•ITIL 4 Certification (6 months to acquire).
•Knowledge and understanding of ITIL process infrastructure improvements in Service Strategy, Service Design, Service Transition and Service Operations.
•Experience conducting deep dives and assessing Root Cause Analysis resulting in improved stability and operational performance.
•Excellent verbal and written communication skills.
•Participate in working groups to develop actions related to service portfolio integration.
•Work independently to manage those actions with consistent communication and ability to maintain delivery dates.
•Ability to lead a team to resolve highly complex issues.
•Advanced ability to create and document processes.
•Ability to lead, negotiate, and influence cross-functional teams.
•Advanced presentation and facilitation skills.
•Outstanding interpersonal relationship building.
•Excellent organizational management skills and attention to detail.
•Ability to manage multiple suppliers, projects, and priorities.
Pay Range:Pay Range $74,750.00 - $115,000.00 - $155,250.00
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.
Covid Guidance for the US
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.