IT Service Design Lead

Leidos • Concord, MA

1d • Hybrid

About The Position

Leidos was awarded the U.S. Air Force Cloud One Architecture and Common Shared Services (ACSS) contract and currently has an opening for an IT Service Design Lead. This position focuses on adoption of customer-focused service management and will coordinate across multiple areas of the program including cloud engineering, operations and maintenance, and customer support. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness. The selected IT Service Design Lead will orchestrate the end-to-end design and optimization of our technology services. You will act as a strategic leader, bridging the gap between user needs, operational capabilities, and business strategy. In this role, you will define how our constituents interact with our digital and physical services, ensuring they are intuitive, accessible, and scalable. You will move beyond single-project delivery to take accountability for the strategic direction of complex, high-impact services.

Requirements

• Requires a Bachelors degree and 12+ years of prior relevant experience or Masters with 10+ years of prior relevant experience.
• Experience and Leadership with IT Service Design, ITSM, IT Service Management.
• Must have an active Secret clearance.
• US citizenship required.
• Excellent customer service skills, with experience working in a customer-facing position.
• Excellent verbal and written communications skills.
• Certifications: IAT Level II (Information Assurance Technical Level 2) requiring certifications like CompTIA Security+ CE or CCNA Security.
• One or more cloud certifications for example AWS Certified Solutions Architect or similar level certification.

Nice To Haves

• Experience with USAF Cloud One or Platform 1.
• Experience with Service Design management technologies such as ServiceNow.

Responsibilities

• Collaborate with and provide subject-matter expertise on service design to the Government and Cloud One Service Design Team, advising and helping implement on the long-term vision, strategy, and roadmap for major IT services, aligning them with organizational goals and user-centered design principles.
• Map complex user journeys, create service blueprints, ecosystem maps, and experience models to improve end-to-end experiences across digital and in-person touchpoints.
• Guide human-centered research activities (interviews, surveys, usability testing) and synthesize qualitative/quantitative data to iterate and refine services.
• Partner with Product Managers, Engineers, UX/UI Designers, and operational teams to implement service design solutions, facilitating workshops and co-creation sessions.
• Establish Key Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
• Propose high-impact service design approaches to solve complex operational, technological, or policy-related challenges.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior