Ranked first in Government IT and systems integration, Leidos brings decades of experience leading large-scale mission-critical network IT programs. We’re looking for innovators and forward-thinkers to help us do great things.
Leidos is seeking qualified candidates to join our Defense Enclave Services team, who will support an extensive digital modernization program critical to DISA and Fourth Estate Agencies.
We offer competitive compensation, retirement and paid leave packages, health and wellness programs, career development trainings and certifications, income protection, employee stock purchase plans, and family benefits.
The DES mission includes service delivery for a diverse set of stakeholders who rely on Leidos to provide the platforms and service features to allow them to do their mission at a reduced cost. To accomplish this while tailoring service offerings to mission needs, Leidos plans to provide a CXO function that will align capabilities to measurable mission outcomes.
The DES Customer Experience Officer leads the way for a seamless customer/mission partner experience during service transition, migration, and sustainment, being attentive to customer feedback, grounded in data and analytics, and delivering innovative features to the program that support a standard support architecture. Authority to develop service delivery standards and policies. Authority to make immediate decisions to resolve service issues. The CXO supports mission partners across the Defense Agency and Field Activities (DAFA) enterprise.
As part of Service Design, understand and optimize the journey of the mission partners as they experience operational lifecycle support of DES.
Authority to develop mission partner service delivery standards and policies IAW DES guidelines. Authority to make immediate decisions to resolve service issues.
Interfaces daily with DES PMO and DISA leadership, ensuring that our operations support the needs of the various services provided.
Build and maintain positive relationships within the mission partners and DISA to ensure performance and operational feedback is addressed.
Develop and implement innovative engagement strategies that meet DES objectives while meeting or exceeding contractual service level agreements and a positive customer experience.
Direct supervision to mission assurance officers (MAOs) who provide dedicated support to DAFA elements throughout the migration and operational lifecycle.
Communicate and mitigate existing service delivery problems, including customer complaints and act as liaison for these events to the assigned program management official. Act as the primary point of contact for customer issues escalated through the migration/service delivery manager ensuring proper coordination through resolution.
Identify opportunities to improve the day-to-day engagement and outreach through continual service improvement and undertake projects that improve the overall service.
Ensures that all new or changed Service Management Objectives align with DES initiatives.
Generating process improvements that bring about measurable improvement in quality and/or efficiency
Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
Communicates with internal team members and client team members across multiple areas.
Establish collaborative relationships within an interdisciplinary team environment and gain the support of others.
Bachelor’s degree and 15+ years of prior relevant experience.
Active Secret security clearance.
Demonstrated communication and leadership skills and ability to interact professionally with all levels within the organization and external customers
Ability to interact and present to senior level customers (SES and above) in both written and verbal communications
Knowledge in the use of and application of metrics to increase efficiency and solve issues.
Experience leading high-performing teams in a customer-facing environment.
Demonstrated ability to engage stakeholders and management to address critical incidents
Strong organization skills and ability to contribute to ongoing efforts to launch CXO/Client Relationship Management and performance management strategies
Initiative to independently research new areas and bring recommendations to the team.
Ability to multi-task and independently own assignments/issues from start to closure requiring minimal follow up from management
Ability to travel within company and customer locations as needed within short notice.
Project Management Professional (PMP) ®
Experience with DISA and/or DoD 4th Estate Agencies
Knowledge of DISA mission and IT environments
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.
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.