Leidos could use your Service Operations Management talent in support of our NORAD and USNORTHCOM customer!
Our customer maintains a highly demanding mission and requires our support to provide expert technical and professional management support to the commands enterprise Information Technology (IT) services. The Service Operations Manager will support a program that provides sustainment, maintenance, Problem and Change management services to help ensure secure, reliable, and uninterrupted availability of the Department of Defense networks.
The Service Operations Manager will manage a team of subcontracted and Leidos Service Desk techs, VTC techs, hardware techs and Battle Staff personnel at Peterson SFB (with one tech each in Washington DC and Mexico City).
This position will report directly to the Director of Operations.
What will you do in this role?
. Design, create, and maintain IT service delivery processes within an organization
. Oversee the planning processes required to deliver quality IT services including; the planning processes consider "forward looking" aspects that have a medium to long term impact on the quality of IT services; quality of IT services during day to day operations
. Enable Business-IT alignment for current and future IT services in the organization; the areas addressed include Business Relationship Management (BRM), Review, Planning & Development of IT and Liaison, education, and communication of IT
. Implement and improve ITIL processes within an organization such as organization change, cultural change, and process improvement
. Develop, conduct, and present Service Operations individual performance reviews.
. Prepare monthly and annual deliverable reports and periodic reports for management to provide recommendations and trends
. Conduct daily briefings with senior military personnel on the status of VIP tickets
. Perform statistical analysis on different datasets to drive data-driven solutions and provide recommendations to program leadership
. Lead and guide IT teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams
. Develop and modify policies and processes.
. Perform root cause analysis of service failures and develop resolution plans.
These are the required qualifications...
* Bachelor's degree in a relevant technical discipline with 5+ years overall related experience
* Currently possess an active Secret security clearance with ability to obtain Top Secret/SCI clearance
* Hold DoD-8570 IAT II baseline certification (Security+ce) prior to start date
* ITIL Foundations Certification within 60 days of hire
* Prior experience overseeing staff and diverse technologies
* Demonstrated understanding and experience with DoD networks
These are the preferred qualifications...
* Extensive experience in capturing performance KPIs and metrics
* Experience in providing leadership within a DoD IT environment
* Experience with Ivanti ticketing system
* Excellent project, technical, interpersonal, presentation and problem management skills
* Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts
* Familiar with DOD regulations and directives
Pay Range:Pay Range $72,150.00 - $111,000.00 - $149,850.00
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.
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.
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