SME Service Delivery Manager Lead

Leidos•Alexandria, VA

About The Position

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced SME Service Delivery Manager Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations. In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success. This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Requirements

Active Top Secret (TS) clearance with SCI eligibility.
Bachelor’s degree in Business, Information Systems, Engineering, or related discipline and 15+ years of relevant experience OR Master’s degree in a related field and 13+ years of relevant experience.
Demonstrated experience driving measurable improvements in service desk operations, enhancing the customer experience, and achieving and exceeding AQL/SLA targets.
Experience implementing SLA/SLO performance frameworks and operational KPI dashboards.
Current ITIL 4 Foundation Certification or higher.
Demonstrated experience with ServiceNow, including at least four (4) years of hands-on work with an ITSM ticketing system.
Experience with automated call distribution (ACD) / Interactive Voice Response (IVR) systems
Must possess an Information Assurance Technician (IAT) Level II certification.
Experience with remote desktop takeover tools.
Proven ability to influence executive stakeholders and drive enterprise-level operational strategy.
Experience managing multi-disciplinary operational teams supporting cloud, DevSecOps, cybersecurity, data, and user support services.
Demonstrated experience leading and mentoring managers or senior functional leads.

Nice To Haves

Active TS/SCI clearance.
Applicable ServiceNow certifications (e.g., Certified System Administrator - CSA, Certified Implementation Specialist - ITSM).
Experience with the implementation and maturation of ITIL4 components (especially Problem and Knowledge Management) within a Department of Defense (DOD) agency.
Experience with ServiceNow ITOM and/or SAM/HAM modules.
Systems or network administration experience in Windows Server and/or Cisco environments.
Certification in other process improvement frameworks such as Lean Six Sigma, or HDI.
Experience operating within SAFe or other large-scale Agile frameworks.
Demonstrated experience leading enterprise service delivery operations for large-scale Federal or DoD IT programs.
Experience supporting enterprise data, AI/ML, or digital modernization initiatives in DoD environments.
Experience managing service operations across NIPRNet, SIPRNet, and JWICS environments.
Experience operating within cost-reimbursable or performance-based contract structures.
Experience implementing Lean Portfolio Management or enterprise transformation initiatives

Responsibilities

Strategic Leadership Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel, fostering a culture of continuous improvement and customer-centric service.
Act as a primary change agent, driving the adoption and optimization of ITIL4 processes and practices within the team.
Attend customer meetings to present the status of IT operations, report on key performance indicators (KPIs), and align service delivery with mission objectives.
Process and Platform Management Lead the strategy for leveraging and enhancing ServiceNow functionality, with a focus on ITSM, ITOM, and SAM/HAM modules.
Develop and mature the Problem Management and Knowledge Management processes to reduce incidents and improve resolution efficiency.
Control and optimize team workflow, ensuring tasks are prioritized based on mission impact and Service Level Agreements (SLAs).
Operational & Team Management Oversee task tracking and reporting using the ITSM system, ensuring all activities are accurately documented.
Collaborate with various departments to gather information and ensure documentation (SOPs, TTPs, and how-to guides) accurately reflects current and future-state processes.
Facilitate team meetings, including weekly operations reviews, performance analysis, and training sessions to build team capabilities.
Performance & Reporting Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics, customer experience, and AQL/SLA targets.
Document all support requests and troubleshooting processes in the ticketing system, ensuring data quality for performance analysis.
Maintain and revise technical documentation to reflect current system configurations and process modifications.