IT Service Design Lead
Primary Responsibilities
- Collaborate with and provide subject-matter expertise on service design to the Government and Cloud One Service Design Team, advising and helping implement on the long-term vision, strategy, and roadmap for major IT services, aligning them with organizational goals and user-centered design principles.
- Map complex user journeys, create service blueprints, ecosystem maps, and experience models to improve end-to-end experiences across digital and in-person touchpoints.
- Guide human-centered research activities (interviews, surveys, usability testing) and synthesize qualitative/quantitative data to iterate and refine services.
- Partner with Product Managers, Engineers, UX/UI Designers, and operational teams to implement service design solutions, facilitating workshops and co-creation sessions.
- Establish Key Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
- Propose high-impact service design approaches to solve complex operational, technological, or policy-related challenges.
Basic Qualifications
- Requires a Bachelors degree and 12+ years of prior relevant experience or Masters with 10+ years of prior relevant experience.
- Experience and Leadership with IT Service Design, ITSM, IT Service Management.
- Must have an active Secret clearance.
- Excellent customer service skills, with experience working in a customer-facing position.
- Excellent verbal and written communications skills.
- Certifications IAT Level II (Information Assurance Technical Level 2) requiring certifications like CompTIA Security+ CE or CCNA Security.
- One or more cloud certifications for example AWS Certified Solutions Architect or similar level certification.
About the Role
This position focuses on adoption of customer-focused service management and will coordinate across multiple areas of the program including cloud engineering, operations and maintenance, and customer support. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.
Location
This position will be hybrid remote. Candidates will be required to travel to / work onsite as needed. The ideal candidate is located near Hanscom AFB (Boston, MA) or Huntsville, AL.
Pay and Benefits
Pay Range $131,300.00 - $237,350.00
The Leidos pay range for this job level is a general guideline only and 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.
Securing Your Data
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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.