Description
Job Description:
1901 Group (A Leidos Company) is seeking a Service Level Manager out of our Washington DC, office. We pride ourselves on looking ahead of our competitors for the next wave of IT trends and provide our employees with training and development opportunities, preparing them for upcoming technical challenges.
With primary office locations in Blacksburg and Reston, VA, our teams support customers from across the United States. Our innovative IT as-a Service delivery model is supported by industry certifications that ensure quality and efficient IT solutions.
We are transforming the delivery of IT services through the use of enterprise managed services that leverage the cloud to securely monitor, manage, and optimize complex IT environments.
The history of automation is what inspired the name of our company. 1901 was the year that another disruptive technology changed the world: the assembly line. Leveraging skills and materials in an efficient manner within a repeatable process that quadrupled output applies to IT services today.
PRIMARY RESPONSIBILITIES:
•Coordinate with the client teams to determine work requirements, schedule, resources, and execution plans.
•Complete work in accordance with all service level agreements, risk, compliance, and other relevant guidelines.
•Design, development, and implementation of knowledge management in an operational environment (i.e. specifically help desk).
•Communicate with the client and RMPO team regarding resources across projects.
•Drive clear and concise team communication and correspond accordingly with clients.
•Develop project plans and track and report on project status including risk escalation and mitigation.
•Oversee and manage the operational aspects of ongoing projects and serve as liaison between project management, client teams, team leads and other stakeholder.
•Monitor project progress/intervention and problem solve with RMPO, client teams, and tech lead appropriately
•Participate in incident and/or escalation management, helping to prioritize issues and resources, communicate to customers and teammates, and facilitate meaningful issue and risk discussions.
•Develop and deliver metric and progress reports according to contractually required SLAs.
•Design, development and implementation of knowledge management strategies.
•Drive for continuous improvement and feedback at all levels of the organization.
•Follow standard processes within the SLM team and company to ensure consistency for clients and deliverables.
•Ensure Client and Internal SLAs are met and reported on based on contractual obligations.
•Prioritize and escalate incidents appropriately.
•Communication progress to key stakeholders (internal, client teams, and clients).
•Onsite client visits as needed; overnight travel may be required.
•Other 1901 Group site visits as needed; overnight travel may be required.
•Working at a computer or workstation for extended timeframes (accommodations made to modify work area).
BASIC QUALIFICATIONS:
•Bachelor’s degree or 4 additional years of equivalent experience in a related field of Technology or Customer Services.
•1 year of experience in a customer facing coordinator/support role
•Knowledgeable in Project Management and Coordination.
•Proficient in Microsoft Office tools, primarily Word, Excel, and PowerPoint.
•Familiar with infrastructure technology-– preferably network operations and cloud.
•Experienced in Project Task Estimation, Resource Scheduling, Risk Management, Issue Management.
•Knowledgeable in of CMMI L3 processes, templates, and artifact storages.
•Experienced in Knowledge Management.
•Certifications in CSM, CAPM or PMP, ITIL V3 Foundations, ECBA, CBAP preferred or potential to gain them.
•Other physical requirements (lifting, standing, walking, bending, squatting, etc.)
Pay Range:
#Remote
Covid Guidance
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. 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® 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 $13.7 billion for the fiscal year ended December 31, 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.
