NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.
At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.
Leidos is seeking a Customer Advocate Manager to lead a team of SMIT Customer Advocacy Managers who provide assistance to internal and Navy customers during the execution of their portion of the SMIT contract. The candidate will be responsible for providing vision and leadership resulting in superior support to Navy customers in resolving issues that can’t be resolved via normal processes.
Act as primary point of contact for the NEN NMCI Program Office (PMW-205)
Represent Leidos to the Navy Customer Advocacy Team (CAT) and the customer
Work through CAT to position innovations to customers
Leverage ITIL best practices to ensure the IT organization designs, deploys, and sustains high quality, highly available solutions that align with business and IT strategic objectives
Responsible for the areas of incident, problem, change, and availability management as they relate to customer satisfaction
Prioritize innovations and improvements, conduct customer communication campaigns, and disseminates survey results to Navy-designated stakeholders
Coordinate with Survey Management team to assist in correcting deficiencies causing customer dissatisfaction and capitalize on areas of high satisfaction
Submit survey results, follow up with customers and initiate improvements through the CSI process
DoD Secret Clearance
Bachelors’ Degree with minimum 10 years of experience
3+ years of experience managing a team of at least 8 IT professionals
Minimum 3 years of demonstrated experience in a role supporting customer advocacy, customer success management or customer liaison within the Department of the Navy, other DOD organizations or a federal agency
Excellent customer service skills
Excellent oral and written communication skills
ITIL v3 or ITIL 4 Foundation certification(s)
5 years or more of varied demonstrated success supporting customer advocacy, customer success management or customer liaison within the Department of the Navy, a DOD agency, other federal agency or a worldwide commercial enterprise
Experience with Navy Process Reference Model (NPRM)
Experience with USMC Enterprise ITSM Framework processes
Advanced Information Technology Infrastructure Library (ITIL) version 3 or ITIL 4 certifications Organized and detail-oriented
Strong leadership skills
Strong collaboration, prioritization, and adaptability skills required
External Referral Bonus:Ineligible
External Referral Bonus $:
Potential for Telework:Yes, 75%
Clearance Level Required:Secret
Scheduled Weekly Hours:40
Job Family:Business Systems Analysis
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
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.