Service Delivery – Agreements Manager

Leidos•Camp Springs, MD

About The Position

Looking for an opportunity to make an impact? Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Your greatest work is ahead! Leidos is hiring a Service Delivery – Agreements Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD, Joint Base Anacostia-Bolling, DC, and the Pentagon. The successful candidate will assist the Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services. Primary Tasks: Partners with the Chief of Operations, augmenting the Government staff, in building, updating, and reviewing MOU/MOAs between the 844 CG and external customers. Partners with the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development. Teams with the contract Current Operations Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog. Teams the contract Current Operations Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office. Collaborates with the Operations Fusion Team to develop strategic communications regarding changes to the service catalog. Collaborates with 744 CS, 794 CS, and 844 CS government and contract leads as well as requesting unit to refine MOU/MOA requirements, mapping them to Service Catalog items to shape a support / cost model. Develops products and briefs senior stakeholders on progress / status of ongoing MOU/MOA negotiations as well as annual reviews. Assists government stakeholders and contract leads to identify support risks, mission gaps, and resource needs based on customer requirements, current Service Catalog offerings, and operational models. Reviews and recommends updates to existing MOU/MOAs annually Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently. Analyze internal work center processes for continuous process improvement to meet stakeholder desired mission end state. Drive special projects aim at enhancing or improving service delivery and customer experience. Analyze service request templates, ticket queue routing, Remedy processes, and monitoring tools for continuous improvement, efficiency, and effectiveness. Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team. Engage customers to ensure catalog items provide desired effects and recommend changes as required. Guide development and sustainment of the AFNCR customer-facing, electronic Service Catalog. Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly. Collaborate with teammates to develop, modify, and update Service Catalog items. Come break things (in a good way). Then build them smarter. We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

Requirements

BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. additional years of experience may be used in lieu of degree.
Military or Government Experience – Familiarity with defense communication strategies and operational security
Strategic Thinking – Ability to develop and execute long-term communication plans aligned with military objectives.
Must have a full DoD Secret Clearance at start.
Minimum of eight years of experience in quality assurance and/or process improvement.
Prior experience working in the National Capital Region.
Strong organizational skills
Excellent written and oral communications skills

Nice To Haves

Information Technology Infrastructure Library (ITIL) Foundations certification.
Prior experience developing/maintaining a Service Catalog.
Familiarity with the Headquarters Air Force staff organization.
Exposure to BMC Remedy and its Digital Workplace Catalog.
Continuous Process Improvement certification or executive course.

Responsibilities

Partners with the Chief of Operations, augmenting the Government staff, in building, updating, and reviewing MOU/MOAs between the 844 CG and external customers.
Partners with the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
Teams with the contract Current Operations Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
Teams the contract Current Operations Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
Collaborates with the Operations Fusion Team to develop strategic communications regarding changes to the service catalog.
Collaborates with 744 CS, 794 CS, and 844 CS government and contract leads as well as requesting unit to refine MOU/MOA requirements, mapping them to Service Catalog items to shape a support / cost model.
Develops products and briefs senior stakeholders on progress / status of ongoing MOU/MOA negotiations as well as annual reviews.
Assists government stakeholders and contract leads to identify support risks, mission gaps, and resource needs based on customer requirements, current Service Catalog offerings, and operational models.
Reviews and recommends updates to existing MOU/MOAs annually
Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently.
Analyze internal work center processes for continuous process improvement to meet stakeholder desired mission end state.
Drive special projects aim at enhancing or improving service delivery and customer experience.
Analyze service request templates, ticket queue routing, Remedy processes, and monitoring tools for continuous improvement, efficiency, and effectiveness.
Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
Engage customers to ensure catalog items provide desired effects and recommend changes as required.
Guide development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
Collaborate with teammates to develop, modify, and update Service Catalog items.

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.

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