We are seeking a Service Delivery Manager in the Virginia, DC, Maryland, or Raleigh-Durham area to work with the best and brightest around the country in creating innovative solutions for our EPA program. You will work in a fast-paced and diverse environment, enjoy flexible work arrangements, and will have a management team that encourages your career development and growth. In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools.
The Service Delivery Manager (SDM) shall manage all service delivery-related processes and the delivery of projects from engineering to operation; shall be the service owner for all end user and customer-facing IT services and solutions; and shall ensure end-to-end delivery of services based on Government-approved ITSM processes consistent with industry best practices.
The SDM shall be responsible for delivery and ownership of holistic customer service offerings including:
Ensure that policies and processes are in place to deliver consistent, efficient, and effective services
Responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience
Responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction
Bachelor's degree and a minimum of five to eight years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery
Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity
Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience. Recent experience implementing, managing, and modernizing successful self-help/self-heal services
Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions
Recent experience with developing and managing a customer-focused continuous improvement program
Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government
Experience in communicating with Government personnel, including agency executives
ITIL 4 Managing Professional Certification (preferred) or ITIL 3 Expert Certification
Active Project Management Institute (PMI) or the Project Management Professional (PMP)) certification
Help Desk Institute Support Center Manager (HDI-SCM) Certification
External Referral Bonus:Ineligible
External Referral Bonus $:
Potential for Telework:Yes, 25%
Clearance Level Required:Public Trust
Travel:Yes, 25% of the time
Scheduled Weekly Hours:40
Job Family:Technology Management
Please note that effective October 1, to enter Leidos facilities in the U.S. and to attend Leidos business events outside of our facilities, employees, vendors, subcontractors, and visitors will be required to be vaccinated or maintain proof of a weekly negative COVID-19 test. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated or able to show negative COVID-19 test results to access facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible.
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, civil, and health markets. The company’s 43,000 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
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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.