Service Delivery Manager
Salary - potential to increase with truly exceptional performance at assessment
UNLEASH YOUR POTENTIAL
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 in the UK to address some of the most complex problems in defence, government, safety and security, and transportation. 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. https://www.leidos.com/company/global/uk-europe
The Service Delivery Manager (SDM) manages overall delivery commitments to the customer acts as the single point of end-to-end service delivery accountability within each account.
The SDM drives the Leidos delivery teams to deliver high value, cost effectively while maximizing use of a standard Leidos product set and compliant with ITIL processes. The SDM orchestrates the multiple service management capabilities in an integrated operation.
The SDM is a direct client contact position responsible for delivery of all in-scope contracted services across all involved service delivery towers, ensuring that performance goals are met.
The SDM is the principal contact for all service operational and tactical issues for the client and Leidos delivery organizations. The SDM develops and nurtures an excellent client relationship at the executive level supporting the Programme Manager and supporting on contract growth opportunities.
Manages overall delivery commitments to the customer
Work in strong partnership with client senior stakeholders to drive continuous improvement
Working as part of a multi-disciplined and multi-organisation team; able to use your own team, 3rd party contractors, and, the support of peer organisations, to get the best results for your customer
Involvement in transitioning new services from Projects to Business as Usual (BAU) through formal Service Transition processes
On-going requirement to maintain service documentation/procedures/work instructions and ensuring that customer reports are accurate and sent on time whilst managing customer expectations
Develop and present monthly service reporting
Work to the applicable industry best practice framework (ITIL)
Responsible for customer satisfaction, cost, schedule and service deliverables
demonstrating knowledge of customers strategy, objectives and critical success factors
Creation of an annual cost budget that covers the contracted scope of services
Managing to a cost budget,
Ensuring accurate labour tracking
Tracking of 3rd Party Costs
Experience of forecasting service costs on a monthly basis to ensure accurate financials
Running a Risks & Opportunities tracker against the cost base to ensure achievement or improvement of budgeted cost base.
SKILLS AND EXPERIENCE:
Significant experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels
Experience and knowledge of financial management and cost centre control
Experience of developing SLAs and operational procedures in a commercial environment
Experience of driving through service improvement activities
Understanding of how technology, process, tools and people combine together to provide effective customer focused solutions
Good strategic planning and organisational skills
Experience of supporting new business development activities and creating value propositions around our service portfolio
Must be able to work under pressure and to deadlines; with a flexible and pragmatic approach
Evidence of in-depth understanding of formal Service Management frameworks
Excellent leadership and people management skills - Good team builder and leader
Experience of working in a matrix management environment
Excellent written and verbal communication skills including presenting
Experienced at interfacing/presenting to director level
Client relationship management - Build effective relationships with client team
Ability to build an environment of growth and innovation
Ability to grasp complex technical information quickly, assimilate and explain to non-technical audiences
Understanding of DevOps function and agile development methodologies - Hands on delivery experience to work with distributed teams in an agile environment
Experience in reporting and analysing data to identify trends
Experience of dealing and managing with 3rd Party Suppliers
Providing input to the pre-sales process to facilitate submission of high-quality, achievable proposals
This role needs a technical understanding of the following technologies
Cloud platforms and workspaces – AWS, Azure
Splunk – ITSI
Windows and Linux environment mgmt
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Dynamic Working: https://www.leidos.com/sites/g/files/zoouby166/files/2019-11/PDF-Dynamic-Working-Leidos-UK.pdf
Commitment to Diversity
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone
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.