To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. 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 Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00063747
Location: Washington, DC
Category: Technology Management
Schedule (FT/PT): Full Time
Travel Required: Yes, 25% of the time
Shift: Day
Potential for Telework: Yes, 25%
Clearance: Public Trust
Referral Eligibility: Ineligible
Group: Civil

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Description

Job Description:

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

Requirements:

  • 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

Preferred Requirements:

  • 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

Shift:

Day

Requisition Category:

Professional

Job Family:

Technology Management

Pay Range:

COVID Response

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. 
 

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, 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

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.

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