To our valued Leidos candidates:

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Job #: R-00050270
Location: Huntsville, AL
Category: Proj and Prog Management
Schedule (FT/PT): Full Time
Travel Required: Yes, 50% of the time
Shift: Day
Potential for Telework: Yes, 50%
Clearance: Public Trust
Referral Eligibility: Ineligible
Group: Civil

This job posting is no longer active.

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Description

Job Description:

Job Summary

The Services Delivery Manager (SDM) will assist the Program Management Office (PMO) in the overall management and execution of NEST in support of the NASA end user community. The SDM oversees the operational planning, establishment, execution, and evaluation of the NEST Enterprise and Center specific services. The SDM manages the full lifecycle and all operational aspects of NEST’s end user hardware and software services and overall service management for the enterprise.  This includes definition, execution, and continuous improvement of Center and Enterprise processes, service request management, logistics and property management, vendor management, and overall service strategy for product lines covering compute, mobile, print, and software.   In addition, the SDM serves as liaison between EUSO, the NEST PMO, Enterprise operations, project management and planning, site project teams, and line management.  The NEST SDM is a senior leadership position with broad scope and span of control covering a large, geographically dispersed matrix organization. 

Primary Responsibilities

Responsible for the execution of the NEST Service Delivery concept of operation, establishing and building strong customer relationships at the Enterprise level, leading the collaboration necessary across all service teams.  Additionally, bringing those solutions for us across the corporation, broader Leidos organizations and subcontractors. More specifically:


•Interfaces daily with NEST and NASA EUSO leadership, ensuring that our operations supports the needs of the various services provided.

•Build and maintain positive relationships within the NEST PMO, NASA Center operations and the NASA EUSO organization.

•Develop and implement innovative strategies that meet NEST business objectives while meeting or exceeding contractual service level agreements and a positive customer experience.

•Direct supervision of product area and functional leads who are responsible for the day-to-day execution and service strategy of their assigned area

•Collect and analyze NASA requirements and lead solution development and integration activities to include proposal development, RFP responses, and participating in contracts discussions.

•Communicate and mitigate existing service delivery problems, including customer complaints and act as liaison for these events to the assigned program management official.  Act as the primary point of contact for customer issues escalated through the EUSO Service Delivery Manager ensuring coordination through resolution with the Center Operations Manager and ensuring communication of issue closure to NASA EUSO. 

•Identify opportunities to improve the day-to-day service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across all NASA Centers. 

•Guide the development of new or changed Service Management processes in accordance with customer Service Catalog. 

•Assists NASA in identifying and documenting current and future service requirements. 
•Ensures that all new or changed Service Management processes align with NASA NEST initiatives. 
•Generating process improvements that bring about measurable improvement in quality and/or efficiency

•Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

•Prioritize, identify, and manage multidisciplinary staffing needs for the effective delivery of services.

•Communicates with internal team members and client team members across multiple areas.

•Establish collaborative relationships within an interdisciplinary team environment and gain the support of others.

•Provides general direction to site work center leads in all matters related to the Service Delivery of NEST products and services.  Reviews and monitors their performance to ensure complete customer satisfaction. 

Basic Qualifications

•             10 or more years of experience in Information Technology, Customer Service, Supply chain and/or Operations

•             Demonstrated communication and leadership skills and ability to interact professionally with all levels within the organization and external customers

•             Knowledge of and experience working with key end user hardware and software technology suppliers

•             Ability to interact and present to senior level customers (SES and above) in both written and verbal communications

•             Knowledge in the use of and application of metrics to increase efficiency and solve issues.

•             Experience leading high-performing teams in a customer-facing environment.

•    Demonstrated ability to engage stakeholders and management to address critical incidents

•    Strong organization skills and ability to contribute to ongoing efforts to launch Client Relationship Management and performance management strategies.
•    Initiative to independently research new areas and bring recommendations to the team.

•     Ability to multi-task and independently own assignments/issues from start to closure requiring minimal follow up from management.
•     Ability to travel within company and customer locations as needed within short notice.

Preferred Qualifications

  • Knowledge of NASA mission and IT environments
  • Knowledge of OEM (HP, DELL and APPLE) product lifecycle
  • Knowledge of ServiceNOW

EDUCATION & EXPERIENCE: Requires a BA/BS or equivalent experience and 12+ years of prior relevant experience or Masters with 10+ years or prior relevant experience. Generally has 7+ years of experience supervising or leading teams or projects.

External Referral Bonus:

Ineligible

Potential for Telework:

Yes, 50%

Clearance Level Required:

Public Trust

Travel:

Yes, 50% of the time

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Manager

Job Family:

Proj and Prog Management

Pay Range:

  

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 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com.

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.

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].

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.

About Leidos

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 39,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 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

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.

This job posting is no longer active.

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