Service Delivery Lead

About the role

The NEST program at Leidos is seeking a Service Delivery Lead (SDL) to support operations at the Johnson Space Center (JSC). The SDL will plan, organize, secure, and manage resources to ensure successful completion of program goals, interfacing with task and functional leaders, subcontractors, and support personnel, reporting to the Enterprise Service Delivery Manager and providing daily support to the JSC Center Operations Manager (COM) to execute program requirements at NASA’s Johnson Space Center in Texas.

Responsibilities

• Lead a team of technicians to meet end‑user IT service level agreements.
• Provide responsive and efficient technical assistance to NASA personnel for personal computing devices, software applications, and peripherals.
• Interact daily with subcontractors performing end‑user laptop, desktop, and mobile services.
• Escalate center issues to the Service Delivery Manager regarding service issues/questions.
• Review tickets in ServiceNow to ensure service delivery within agreed SLA time frames.
• Interact with the Service Delivery Manager and COM to escalate customer, performance, or staffing issues.
• Work closely with program Service Delivery, Logistics, Operations, Procurement, and Finance teams for end‑to‑end fulfillment of the product line.
• Collaborate with company and customer stakeholders to define and proactively shape device hardware requirements.
• Work with program engineering and operations teams to co‑develop integrated hardware/software solutions to keep the end‑user compute product line at the forefront of industry technology.
• Ensure timely updates to customer deliverable documents and communications artifacts, including technology refresh plans, product and service catalog content, and configuration documentation.
• Identify opportunities to improve day‑to‑day compute and mobility service delivery operations through continual service improvement and undertake projects that improve overall delivery service across JSC and all NASA Centers.
• Perform other IT duties as assigned.

Requirements

• Bachelor's degree and a minimum of 4 years of relevant experience (additional years of experience may be considered in lieu of degree).
• Experience leading a team of 10‑15 employees producing green metrics.
• Unwavering hard work ethic; steadfast commitment to consistent effort, dedication, and diligence toward achieving NEST goals.
• Proficient in ServiceNow.
• Proven written and oral communication skills.
• Proven experience effectively working within a group to deliver IT services.
• Experience interacting with senior‑level managers and customers.

Qualifications

• Current Public Trust clearance or higher (preferred).
• Experience with a NASA customer; current NASA credentials (preferred).

Skills

• ServiceNow proficiency.
• Strong written and oral communication.
• Team leadership and collaboration.
• Ability to interface with senior management and customers.
• Knowledge of IT service delivery and continual service improvement.

Benefits

• Competitive compensation.
• Health and Wellness programs.
• Income Protection.
• Paid Leave.
• Retirement benefits.

Pay

Pay Range: $65,650.00 – $118,675.00 (Leidos pay range for this job level; actual offer based on responsibilities, education, experience, knowledge, skills, internal equity, market data, etc.).