Service Delivery Manager

Leidos•Camp Springs, MD

2d•Onsite

About The Position

Leidos is hiring a customer-oriented Information Technology Service Delivery 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. The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation.

Requirements

Bachelor's degree with 4+ years of related experience or a Master's degree with 2+ year of related experience, additional years of experience may be used in lieu of degree.
Must have a full DoD Secret Clearance at start.
Minimum of eight years of experience in quality assurance and/or process improvement.
Prior experience developing/maintaining a Service Catalog.
Prior experience working in the National Capital Region.
Exposure to BMC Remedy and its Digital Workplace Catalog.
Information Technology Infrastructure Library (ITIL) Foundations certification.

Nice To Haves

Project Management Professional certification.
Prior experience as a Service Delivery Manager at an Air Force or other military organization.
Familiarity with the Headquarters Air Force staff organization.
Experience with Service Now with Service Now/Remedy migration a plus.
Continuous Process Improvement certification or executive course.

Responsibilities

Assist Senior Service Delivery Manager through internal assessments and reviews to ensure compliance with both contract service level / performance standards and deliverables.
Provide data analysis including extraction, transformation, loading, and running reports and queries of associating performance data and metrics against applicable performance measures.
Develop data-driven performance metric / ticket execution briefs for both contract and government stakeholders.
Development and implement the Performance Measurement Plan (PMP) for delivering and maintaining quality services in a large enterprise IT services environment.
Perform performance management reviews with the Program Manager and government Contract Office Representatives.
Oversee the Field Operations program office, establishing the standard processes and performance frameworks for all AFNCR sites. Includes desktop support, routine requirements, personal wireless, managed print services, and more.
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.
Collaborate across the program in support of an overarching quality management function across all teams and work centers.
Assist the Chief of Operations by providing onsite support and consultation to in-need work centers to drive efficiencies to remediate performance deficiencies.
Assist the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
Assist the Strategic Operations Manager develop strategic communications regarding changes to the service catalog.
Assist the contract UX Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
Assist the contract UX 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.
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 affects 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.
Develop and execute the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
Develop and execute the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.