Deputy Program Manager - Service Delivery Manager

Leidos•Bethesda, MD

4d•Hybrid

About The Position

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ mission success. We empower our teams, contribute to our communities, and operate sustainable practices. Our Mission, Vision, and Values guide the way we do business. Our workforce enjoys career enrichment opportunities available through mobility and development, while experiencing rewarding relationships with supportive supervisors and talented colleagues and customers. Your most important work is ahead. If this sounds like the kind of environment where you can thrive, then keep reading because Leidos is seeking a qualified Deputy Program Manager / Service Delivery Manager to support a proposed large-scale, transformational IT infrastructure program. The successful candidate backs up the Program Manager's full contract authority and ensures continuity of program operations, including participation in the Tactical Layer (Steering Committee) governance structure. As Service Delivery Manager, the individual owns day-to-day Service Level Agreement (SLA) compliance and service-delivery performance across all task areas. This position is onsite /hybrid remote. Candidates will need to be located within the DMV, preferably near Bethesda, MD, and Gaithersburg MD.

Requirements

Bachelors degree and 8+ years of progressive experience in program/operations management and/or service delivery management on large federal IT infrastructure or managed-services contracts. Additional years of experience may be considered in lieu of degree.
Demonstrated experience operating within a formal multi-layer governance structure (Executive/Steering/Operational committee model, or equivalent) with a federal or large enterprise customer.
Proven experience owning day-to-day Service Level Agreement (SLA) compliance and performance reporting across multiple concurrent service lines or task areas.
Experience stepping into a Program Manager role, or acting in a Program Manager's absence, on a program of comparable scope.
Strong working knowledge of enterprise IT service management (ITSM) practices and managed-services delivery models, including SLA-based contracts.
Excellent stakeholder-management, facilitation, and escalation-handling skills, with demonstrated ability to build effective working relationships with government customers at multiple organizational levels.
U.S. Citizenship required.
Must have the ability to obtain and maintain a Public Trust.

Nice To Haves

Project Management Professional (PMP).
ITIL Foundation certification (or higher).
Prior experience directly supporting FDA, another HHS operating division, or a comparable federal health/regulatory science agency.
Experience supporting a T&M-to-FFP or GOCO-to-COCO (or similar ownership-model) contract transition.
Familiarity with ServiceNow or comparable enterprise ITSM platforms for SLA tracking, incident, and change management.
Experience in a matrixed leadership role coordinating across data center, network, cloud, and enterprise application service towers.
Master's degree in a related field.

Responsibilities

Serve as the Program Manager's designated backup, with full authority to act on the Program Manager's behalf during absences, ensuring continuity of program operations across all 10 Task Areas.
Oversee day-to-day program execution across Task Areas, ensuring alignment with the Program Management Plan (PMP), Integrated Master Schedule (IMS), and Quality Assurance Plan (QAP).
Represent the Contractor at the Tactical Layer (Steering Committee), meeting monthly at the Division level and quarterly at the Global level (after transition acceptance sign-off), addressing escalated problems, disputes, incidents, and change requests; project, service, and transition/delivery status; technical status, service-level requirements, risk, quality assurance, configuration management, and financial status; and recommending innovation and improvement opportunities.
Co-chair the Operational Layer "service delivery management team" — a joint FDA/Contractor management team of business and technology staff — in coordination with the FDA Service Delivery Manager, meeting weekly (or as agreed).
At the Operational Layer, address operational or delivery issues and crises arising during the prior week, review root-cause analyses of prior issues, resolve outstanding/unresolved issues, review progress reports and plan for upcoming changes, and review the Contractor's compliance with service-level requirements (including any associated fee reductions).
Own day-to-day Service Level Agreement (SLA) compliance and performance reporting across all task areas; serve as the primary escalation point below the Program Manager for delivery issues raised by FDA Centers, Client Advocate/Technical Leads, or Task Area Leads.
Support the Program Manager in adjusting plans and projects as directed by FDA, and in defining and recommending innovation and continuous-improvement opportunities across the program.
Support development and maintenance of Standards and Operating Procedures (S&OP) manuals and formal governance-related operational, procedural, reporting, and communication processes.
Coordinate with the Transition Manager during the three-phase transition (Transition Planning, Transition, Cutover to Managed Services) to ensure operational readiness and smooth handoff into steady-state service delivery.
Ensure staffing and skill levels remain adequate across task areas to meet FDA's service objectives; support onboarding/offboarding coordination and required staff training/certification compliance.
Review and support preparation of the Monthly Financial Report (MFR) and responses to Government data calls, audits, and security assessments in coordination with the Financial/Chargeback Manager and Program Security Officer.
Build and maintain strong working relationships with FDA's Service Delivery Manager, Center-level stakeholders, and Client Advocate/Technical Leads to promote a customer-centric, collaborative service culture.
Step in as acting Program Manager, with full contract authority, in the event of Program Manager absence, transition, or vacancy.