Service Delivery Manager

Description

Job Description

Leidos has an opportunity within the newly created Digital Modernization Practice Area for a Service Deliver Manager for the Repeatable Offerings (RO) organization. The RO organization is the delivery arm of the Digital Modernization sector's Repeatable Offerings, delivering differentiated capabilities and managed services across the sector and the larger Leidos corporation. RO Service Delivery Management is the key to successful delivery of ROs and is the primary point of contact for consuming internal Leidos programs, as well as their external customers. The Service Delivery Manager will work closely with RO Service Operations, the team responsible for all IT operations, engineering, security, and software development of the RO organization, to ensure successful delivery and customer satisfaction.

We are seeking qualified candidates for the position of Service Delivery Manager, a customer-focused position that will exert influence and direction over teams of engineering, cybersecurity, and IT professionals in RO Service Operations to deliver transformational solutions and services across their assigned customer(s).

The team is in multiple locations, to include on-site in Blacksburg, VA as well as virtually, and the selected candidate may be required to travel to those locations, among other customer-specific locations.

Primary Responsibilities

• Oversee and be responsible for theend-to-end service delivery process for assigned customer(s) by working closely with RO service operations to ensure high-quality and efficient operations to meet customer and business objectives.
• Interact with and manage internal and external customers, in partnership with the RO and Leidos program teams, to ensure successful services delivery to their assigned customer(s), aligning capabilities to program requirements and managing cost and schedule to support offering delivery.
• Establish and maintain strongcustomer relationships, acting as a key point of contact for escalations and strategic service discussions.
• Monitor, analyze and report onkey service delivery metrics such as key performance indicators (KPIs)and service-level agreements (SLAs) to drive efficiency and accountability.
• Lead internal and external customer reporting efforts that quantifiably demonstrate service delivery success aligned to contractual requirements and SLAs.
• Analyze customer feedback and emerging technologies to drive operational improvements and competitive advantage.
• Provide matrixed leadership to the team responsible forIT operations, service management, and customer support, driving operational excellence and continuous improvement.
• Identify and assist with the implementation ofautomation and process improvement initiativesto enhance service quality and reduce operational inefficiencies.
• Navigate and resolve complex, multilayered problems successfully through teamwork and effective collaboration, utilizing sound logic and analysis skills to effectively communicate with stakeholders.
• Manage RO service delivery budgets, resource allocation, and cost controls for assigned customer(s) to balance cost, performance, and risk in service delivery and operations.
• Manage to Memorandums of Understanding (MOUs) and fixed price (FP) allocations of cost between the RO organization and consuming customers, and drive alignment and adherence to those MOUs and pricing during service delivery for assigned customer(s).
• Raise issues proactively with experience briefing issues and solutions to senior leadership and customer. Experience identifying risks well in advance with ability to present options to mitigate.
• Support on-contract growth and development of proposals for assigned customer(s) and future RO opportunities.
• Support the intake of additional service offerings and support the deployment, operations, and maintenance of offerings post transition for assigned customer(s).
• Lead, mentor, and developservice delivery teams and team members, fostering a culture of innovation, collaboration, and professional growth.
• Support the development and advancement of internal processes based on ITIL, DevSecOps, and Agile principles for the successful delivery of ROs across customers from a cross-functional Service Operations team.

Basic Qualifications

• Bachelor's degree in related field with8 years of relevant experience, additional years accepted in lieu of degree OR Master's degree with 6 years of experience.
• Minimum 5 years of experience withcustomer relationship management, stakeholder engagement, and contract management
• Experience supervising or leading teamsinengineering, IT operations, security, and/or software development.
• Experience managing and adhering to budgets for IT services delivery.
• Strong expertise inIT service management (ITSM), cloud-based service operations, and enterprise service delivery frameworks.
• Experience withITIL, Agile, and DevOps service delivery methodologies.
• Federal customer experience delivering digital modernization capabilities using a leveraged, matrixed team.
• Experience managing operational KPIs, SLAs, and other IT service performance metrics.
• Experience fielding and transitioning new IT services, and growing, expanding, or upskilling the team to deliver, operate, and sustain those new capabilities.
• Strong understanding of IT infrastructure, cloud computing, networking, cybersecurity, and software development practices.
• Excellent problem-solving, decision-making, and strategic planning skills.
• Effective communication and stakeholder management skills, with the ability to collaborate across technical and business teams.
• Strong leadership andpeople management skills, with the ability to mentor and develop high-performing teams.
• Must have U.S. Citizenship.
• Must be able to obtain and maintain clearances, to include customer-specific Public Trust clearances, and DoD Secret or Top-Secret clearances.
• Must be willing to travel on average once per month to the Leidos and/or customer site for in person meetings.

Preferred Qualifications

• Project/Team Management Certifications such as CAPM, PMP, CSM, PMI-ACP, PgMP.
• Experience in delivering digital modernization capabilities across multiple commercial customers using a leveraged, matrixed team.
• Familiarity withcloud platforms (AWS, Azure, GCP)and Modern Service Delivery MSD practices.
• Knowledge ofcybersecurity frameworks, compliance standards (NIST, ISO 27001, SOC 2) and risk management.
• Experience leading teams focused onautomation, CI/CD pipelines, and infrastructure-as-code (IaC).
• Background in drivingdigital transformation initiativesandAI/ML-based automationin IT operations.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and 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. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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