More About the Role:
The Service Delivery Manager is responsible for coordinating the execution and performance of the internal technical staff who support our customers in a managed service environment and to ensure that service levels are achieved. The Service Manager plays a vital role in creating long-term healthy business relationships with both internal and external stakeholders. The Service Manager is responsible for ensuring that standards, policies and procedures are created and followed to provide effective service delivery.
What You'll Get to Do:
•Oversee the incidents, Defects, Work Orders and Change Requests assigned to the Cloud and Automation Teams.
•Manage and coordinate urgent and escalated support issues.
•Oversee ticketing system to confirm the completion of tickets in a timely manner.
•Analyze Service Management data and metrics to identify trends and potential areas for further investigation.
•Help develop processes and creation of standard operating procedures for repeatable service tasks and duties.
•Provide point of escalation for customer service issues or concerns.
•Advise management on situations that may require additional client support or escalation.
You'll Bring These Qualifications:
-Requires a BA/BS or equivalent experience and 12-15 years or prior relevant experience or Masters with 10-13 years of prior relevant experience; preferably in Information Technology, Information Management Systems, or a related discipline.
•4+ years’ Experience in IT Service Delivery Management.
•Experience with ITIL Management tools like Remedy or ServiceNow.
•ITIL Foundations Training or Certification.
•Experience working in information technology focused on IT Operations.
•Strong oral and written communication skills, with the ability to communicate professionally, effectively explain complex information, and document according to standards.
•Must be eligible for Public Trust clearance (U.S. Citizenship, or legal residency with limited foreign travel).
External Referral Bonus:Ineligible
Potential for Telework:Yes
Clearance Level Required:Public Trust
Scheduled Weekly Hours:40
Job Family:Proj and Prog Management
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. 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
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].
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.