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-00070107
Location: Huntsville, AL
Category: Proj and Prog Management
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: Yes, 100%
Clearance: Public Trust
Referral Eligibility: Ineligible
Group: Civil

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Description

Job Description:

The NEST SLA Manager is accountable to ensure that all service level agreements (SLAs) are delivered according to specifications / guideline. The Service Level Manager will have overall responsibility and accountability for the success of the Service Level Management (SLM) process.  Responsible for driving SLA Operations on focused with Contractual agreement and as per agreed contract defined SLA.

The SLA Manager will work to continually improve the reporting & ratification process.  Transparency & visibility of service level performance to the NEST Management/Leadership team is critical. The SLA Manager manages the weekly and monthly SLA meeting with Program service owners and Center Operations Managers.   SLA Manager will facilitate success and achievement on all agreed KPI Target’s.

Reporting to the NEST Deputy Program Manager, the SLA Manager interfaces with internal and Government stakeholders.  This includes conducting frequent oral and written presentations to executive level leadership.

Responsibilities

  • Support Data Calls for NEST performance as requested/required
  • Support Quality Assurance          
  • Provide performance data as requested for proposal development (Past Performance, etc.)
  • Provide monthly metric performance during Executive Programmatic Briefing and EUSO PMR Review
  • Track and provide SLA performance based on ATO objectives at monthly PMR and roll-up for CY as requested/required
  • Lead Weekly Service Level Agreement Meetings with NEST PWS Owners, Operation Managers, Service Delivery Leads and Queue Managers
  • Review critical failures and targeted improvement opportunities
  • Development of Dashboards      and Reporting  
  • Identify, report, track and update SLA Performance Risks              
  • Monitor and track SLA Exclusions
  • Provide mid/monthly trending and analysis of SLA performance by center to NEST Leadership/Team
  • Support NEST Tiger Team Initiatives
  • Provide daily coaching as needed to center COM/SDL/QMs
  • Support tool development and continuous improvements
  • Functional Testing
  • Monitoring of data (comparison of SNOW SLA Performance reporting and SeeIT Performance reporting)
  • Submit Change Requests (CRs) to ensure or improve SLA performance
  • Input monthly manual SLAs in CLOCs

Qualifications

  • Knowledge of ITIL-based ticket management and IT support best practices
  • Experience successfully leading an operational team in support of IT performance metrics
  • Knowledge of ServiceNow ITSM tool, reporting, and data analytics
  • Ability to present complex metrics and trends to executive-level leadership as well as line-level operational leaders

EDUCATION & EXPERIENCE: Requires a BA degree and 8 – 12 years of prior relevant experience 

Pay Range:

#Remote

COVID Response

Effective October 1, in order to enter Leidos facilities in the US and to attend Leidos business events outside our facilities, employees will be required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry.  Effective January 18, 2022, all Leidos employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC. 

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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