Leidos is looking for a Customer Performance Manager (IPM). The Customer Performance Manager (IPM) is responsible for the effective implementation of the incident management process and ensures the resolution and remediation of any end-user facing outages. The IPM will be the point of contact for reporting on and communicating the status of outages and incidents and will interact directly with other service providers to analyze and correct issues and incidents. The IPM is responsible for the end-to-end management of all end-user facing problems and incidents and ensuring successful escalation and remediation of problems and incidents.
ITIL 4 managing professional certification
Prior managed service environment experience
CX experience, including certification (CX accelerator)
5 to 8 years of CX experience
ServiceNow tool experience
Reporting and analysis experience
SLA and OLA management experience
Bachelor's degree in a technical background and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.
2+ years of experience supervising or leading teams or projects.
Must be able to obtain a Public Trust Clearance
Pay Range:Pay Range $81,900.00 - $126,000.00 - $170,100.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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.
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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.