Service Delivery Manager

Leidos•Houston, TX

6d•Remote

About The Position

Looking for an opportunity to make an impact? 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 sustainable. 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. If this sounds like the kind of environment where you can thrive, keep reading! The Digital Modernization Sector brings together our digital transformation and IT programs, allowing us to better serve our customers through scale and repeatability. (Group Profile/Link to Group page) - https://www.leidos.com/capabilities/digital-modernization Your greatest work is ahead! The NASA NEST is looking for a Service Delivery Manager. The NASA End-user Services & Technologies (NEST) Service Delivery Manager (SDM) will oversee the daily Service Delivery needs of all NASA centers, ensuring that each center’s Service Delivery Lead (SDL) is operating and delivering products and services in alignment with NASA NEST enterprise program needs, requirements, and Service Level Agreements (SLAs). In this position, the SDM will work daily with NASA Workplace & Collaboration Services (WCS), each center SDL, Center Operations Manager (COM), Logistics Manager, Incident Manager, and Finance partners to build and maintain positive relationships and to execute against and forecast each center’s service delivery needs. This role includes Cost Account Manager (CAM) responsibilities, requiring direct ownership of Service Delivery budgets, device deployment revenue, and alignment to Annual Operating Plan (AOP) commitments. Revenue on the NEST contract is directly driven by successful delivery of new and refreshed devices, making operational execution and financial performance tightly coupled. The SDM will establish and maintain processes that provide continuous improvement across the enterprise to maintain a high level of customer satisfaction while ensuring financial discipline. The SDM will act as a liaison between NASA WCS, NEST center staff, and customers to ensure service delivery is aligned with current and future requirements. The SDM will report directly to the NEST Deputy Program Manager.

Requirements

Candidate must be geographical located near either Goddard Space Flight Center (GSFC) or Johnson Space Center (JSC) to support high-volume device deployment operations and on-site leadership when necessary.
Demonstrated experience serving as a Cost Account Manager (CAM) or equivalent operational financial owner with responsibility for budget execution, revenue delivery, and forecast accuracy.
Proven background owning operational revenue tied to delivery performance, including direct experience and accountability for meeting Annual Operating Plan (AOP) commitments.
Experience managing budgets and driving revenue through execution of device deployments, refresh programs, or similar asset-based service delivery models.
Proven experience partnering with Finance organizations to manage forecasts, control costs, and deliver revenue targets.
Knowledge of ITIL, CMMI, and industry best practices.
Experience leading geographically dispersed teams.
Strong verbal and written communication skills.
Demonstrated ability to engage stakeholders and leadership.
Strong organizational skills and ability to support CRM and performance management strategies.
Ability to prioritize and balance multiple tasks.
US Citizenship is required and able to obtain at minimum Public Trust clearance.
Requires a BA/BS and 8+ years of prior relevant experience OR Masters with 6+ years of prior relevant experience.
Generally, has 4+ years of experience supervising or leading teams or projects.

Nice To Haves

Experience leading a high-performing operational site responsible for metrics, customer relationships, staffing, and financial performance.
Demonstrated ability to manage multiple customers and stakeholders simultaneously.
Ability to independently own assignments from start to closure with minimal management oversight.
Ability to travel to NASA centers and contractual subsites as needed.

Responsibilities

Responsible for execution of the NEST Service Delivery concept of operations, establishing and building strong customer relationships at the enterprise level, and leading collaboration across all service teams, Leidos organizations, and subcontractors.
Collaborate with Center Operations Managers (COM) across all centers to drive implementation and successful execution of Enterprise Service Management processes and capabilities.
Manage all NEST Service Delivery Leads (SDLs) and their staff across NASA centers to successfully execute Enterprise Service Management processes that meet SLAs, contractual responsibilities, and Quality Assurance guidelines.
Serve as a Cost Account Manager (CAM) for Service Delivery, owning center-level budget execution, revenue realization, and forecast accuracy across the enterprise maintaining direct accountability for device delivery revenue tied to new deployments and refresh activities, ensuring operational execution aligns with Annual Operating Plan (AOP) commitments.
Ensure deployment throughput supports contractual revenue targets and take immediate action when operational constraints threaten AOP commitments.
Generate measurable process improvements that enhance quality and operational efficiency.
Define and track agency and center-level KPIs to ensure SLAs, service expectations, and processes are achieved or exceeded.
Work closely with Enterprise Logistics to ensure compute, mobility, and mobile inventories are accurately procured to meet delivery forecasts.