Senior Stakeholder Manager

Description

Job Description:

The Logistics, Commodities and Services Transformation Programme (LCST) Senior Stakeholder Manager is a new role established to manage the effective resolution of high profile, high priority and/or complex customer issues.  The role will be responsible for developing and establishing processes and tools for capturing, scheduling, prioritizing, and managing the resolution of customer concerns within Team Leidos.  The prime focus is improving operational performance and customer satisfaction.  Fundamentally this is a coherency role, ensuring the efficient cohesion of all internal business unit responses to customer issues.

Initially supported by a newly established Knowledge Base & Issue Tracking Controller, the Senior Stakeholder Manager will recruit additional stakeholder managers as the scale and scope of the remit expands (subject to funding).

Responsibilities:

• Senior Stakeholder Manager for the LCST Programme reports to Head of Customer Relationship Management (CRM).

• Develop and maintain effective collaborative working relationships across LCST.

• Through regular engagements with the CRM team, examining customer complaints and escalation from the Customer Service Desk (CSD); collect, schedule, prioritise and communicate customer issues across Team Leidos.

• Manage future service risks, issues and opportunities for improvement.

• Ensure the resolution of urgent issues, cohering an immediate Team Leidos response where the CSD is unable to resolve within time constraints or has escalated.

• Drive the resolution of high profile and/or complex issues by appropriate business areas, holding working groups to account for resolution and escalating issues as necessary to the Operations Management Committee. 

• Contribute to the LCST stakeholder management strategy. 

• Support the customer satisfaction survey process to assess overall performance, and assist in the development and delivery of an action plan to address concerns.

• Act as the Team Leidos point of contact for MoD Logistics and Supply Chain Policy issues.

• Develop, deliver and manage the Customer Knowledge Base and a Customer Issues management system through management of the Knowledge Base & Issue Tracking Controller role.

• Manage the established Customer Knowledge Base / Issue Tracking Controller and recruit Stakeholder Managers as funding becomes available.

• Establish, lead and develop the Stakeholder Management team.

• Deliver stakeholder management and issue resolution initial operating capability and, as funding becomes available, build the team to full operating capability.

• Generate a Customer Issues Log, pulling information and metrics from a variety of sources across the business and tracking issues through to resolution.

• Build effective working relationships within Team Leidos, effectively managing immediate and exceptional issues.  

• Contribute to development and delivery of the CRM strategy to drive improvements to customer experience.

• Establish the role within the working groups and Operations Management Committee.

• Develop techniques and metrics to identify issue trends and formulate action plans to address the underlying causes of recurring issues.

Experiences/Skills:

• Degree level education or similar level of experience

• Strong Communication skills (written and verbal) with a proven ability to influence

• Strong organisational skills

• Proven successful issue management within complex programmes or supply chain operations

• Understanding of Defence Logistics Supply Chain

• Desired - 5 years in a leadership role

What do we do for you?:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
•    Contributory Pension Scheme
•    33 days Annual Leave (including public and privilege holidays)
•    Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)

•    Dynamic Working: https://www.leidos.com/sites/g/files/zoouby166/files/2019-11/PDF-Dynamic-Working-Leidos-UK.pdf

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture.  We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. 

If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Pay Range:

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 45,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022.  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

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.