Service Delivery Manager

About the role

The successful candidate will assist Government staff by developing, maintaining, and improving AFNCR IT services, processes, and the Service Catalog while providing continuous process-improvement analysis in support of service delivery.

Responsibilities

• Aid the Service Delivery Team through internal assessments and reviews to ensure compliance with contract service-level requirements, performance standards, and deliverables.
• Provide data analysis, including extraction, transformation, loading, reporting, and querying of performance data and metrics against applicable performance measures.
• Develop data-driven performance metric and ticket execution briefs for contract and Government stakeholders.
• Develop and implement the Performance Measurement Plan (PMP) for delivering and maintaining quality services in a large enterprise IT services environment.
• Support performance management reviews with the Program Manager and Government Contracting Officer Representatives.
• Support the Field Operations program office by developing and maintaining standard processes and performance frameworks for AFNCR sites, including desktop support, routine requirements, personal wireless communication services, managed print services, and other IT service areas.
• Ensure underlying processes for service execution, fulfillment, and delivery operate effectively and efficiently.
• Analyze internal work-center processes and identify opportunities for continuous process improvement to meet stakeholder mission requirements.
• Collaborate across the program in support of an overarching quality management function across teams and work centers.
• Assist the Chief of Operations by providing onsite support and consultation to work centers requiring assistance with process improvement and remediation of performance deficiencies.
• Assist the Problem Management team in identifying negative service trends and developing corrective solutions.
• Assist in the development of strategic communications regarding changes to IT services and the Service Catalog.
• Assist the UX Manager and Government staff in building, maintaining, and updating the AFNCR ITS Service Catalog.
• Assist the UX Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
• Aid in the development, configuration, and sustainment of the ServiceNow Configuration Management Database (CMDB).
• Support ServiceNow migration activities, including requirements analysis, process mapping, data migration, testing, validation, and transition of services from legacy ITSM platforms such as BMC Remedy.
• Support the development, configuration, and sustainment of the ServiceNow Configuration Management Database (CMDB).
• Analyze CMDB data for completeness, accuracy, and consistency and assist with establishing processes to improve configuration data quality and lifecycle management.
• Engage customers and stakeholders to ensure catalog items meet mission requirements and recommend changes as required.
• Support development and sustainment of the AFNCR customer-facing electronic Service Catalog.
• Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective, intuitive, and user-friendly.
• Collaborate with teammates to develop, modify, and update Service Catalog items.
• Develop and execute Service Catalog training, ensuring customers are familiar with available services and can efficiently submit requests, track status, and provide feedback.
• Develop and execute Service Fulfillment training, ensuring AFNCR ITS technicians are familiar with catalog offerings and understand how to receive, document, execute, and deliver services.

  Qualifications

  • Bachelor's degree with 12+ years of related experience or a Master's degree with 10+ years of related experience.
  • Prior experience developing and maintaining an IT Service Catalog.
  • Prior experience working in the National Capital Region.
  • Experience with enterprise IT Service Management (ITSM) platforms, including BMC Remedy and/or ServiceNow.
  • Information Technology Infrastructure Library (ITIL) Foundation certification.
  • Full DoD Secret clearance at start.
  • Hands-on experience supporting ServiceNow migrations, particularly migrations from BMC Remedy or other legacy ITSM platforms.
  • Experience developing, configuring, maintaining, or improving a ServiceNow Configuration Management Database (CMDB).
  • Experience with CMDB data modeling, Configuration Items (CIs), relationships, discovery/integration processes, and configuration data quality management.
  • Experience developing or configuring ServiceNow Service Catalog, Incident, Request, Change, Problem, or Configuration Management capabilities.
  • Continuous Process Improvement certification or executive-level process improvement coursework.

  Benefits

  Pay Range $116,350.00 - $210,325.00

  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.

  About Leidos

  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.

  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).

  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.