Service Delivery Line of Business (LOB) Manager

Leidos • Arlington, VA

15d

About The Position

At Leidos, we deliver innovative solutions that transform and strengthen the nation’s most critical missions. Our teams support customers across defense, intelligence, civil, and health markets—solving complex challenges through advanced technology, exceptional talent, and an unwavering commitment to excellence. We are seeking a Service Delivery Line of Business (LOB) Manager to join our mission-focused team and lead IT service delivery for a high-visibility government program. Position Overview The Service Delivery LOB Manager provides leadership for ITIL-based Tier 0–4 lifecycle support services within a 24/7, high-performance service desk environment. This role is responsible for driving measurable service improvements, ensuring contractual KPIs are consistently met or exceeded, and maintaining the highest standards of operational excellence. The ideal candidate excels in customer engagement, service management, and continuous improvement, while effectively coordinating Mission and Site Support Services to support program objectives.

Requirements

• Must be eligible to obtain a public trust security clearance.
• Five (5) years or more of experience and a Bachelor’s degree in Information Technology, Computer Science, Information Systems, Management, or a related discipline at the time of proposal submission. In lieu of a degree, a minimum of nine (9) years of recent experience delivering service management support aligned with PWS requirements and industry best practices.
• Demonstrated experience in IT Enterprise Service Delivery, IT Service Management (ITSM), and ITIL frameworks within the past two (2) years.
• Strong interpersonal, leadership, and professional communication skills.

Nice To Haves

• Current ITIL certification

Responsibilities

• Lead the delivery of ITIL-aligned Tier 0–4 service desk operations in a 24/7 environment
• Ensure compliance with contractual performance metrics, service level agreements (SLAs), and KPIs
• Drive continuous service improvement initiatives to enhance service quality and customer satisfaction
• Serve as a primary point of contact for Government leadership, providing regular reporting on service performance, risks, issues, and improvement recommendations
• Perform Business Relationship Management to address customer concerns and strengthen stakeholder partnerships
• Oversee mission and site support coordination, ensuring effective change control, service management, and operational performance
• Manage project planning and execution activities, including task management, scheduling, cost control, change management, and use of project tracking tools
• Provide hands-on leadership to ensure quality deliverables while managing scope, schedule, resources, and budget
• Collaborate closely with senior Government stakeholders while independently driving program objectives and mission outcomes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees