Service Delivery Lead at Leidos

Description

The Service Delivery Lead (SDL) at Johnson Space Center (JSC) is responsible for planning, organizing, securing, and managing resources to bring about the successful completion of specific program goals and objectives. Duties may include ensuring that all functions run within scope, time, and budget constraints. Interfaces with task and function leaders, subcontractors, and support personnel. In this on-site role, the SDL will report to the Enterprise Senior Manager – Service Delivery Operations but must directly assist the JSC Center Operations Manager (COM) daily in the successful execution of program requirements at JSC, which is in located at NASA JSC in Texas.  The SDL position will support the NASA End-User Services and Technologies (NEST) contract. The NEST contract provides end-user services such as compute, mobile, and print device deployment and refresh, incident and problem management, email and collaboration, enterprise operations, and information security to all 10 NASA centers and other performance sites nationwide.     

Primary Responsibilities:

What You'll Get to Do:

• Lead a team of technicians to successfully meet end user IT service level agreements.

• Provide responsive and efficient technical assistance to NASA personnel, ensuring smooth operation of personal computing devices, software applications, and peripherals.

• Interact daily with subcontractors performing end user laptop, desktop, and mobile services.

• Escalate center issues to the Enterprise Senior Manager - Service Delivery Operations regarding service issues/questions.

• Review tickets in ServiceNow to ensure service is delivered within the agreed upon SLA time frames.

• Interact with the Enterprise Senior Manager – Service Delivery Operations and COM to escalate customer/performance/staffing issues.

• Work closely with program Service Delivery, Logistics, Operations, Procurement, and Finance teams to ensure end-to-end fulfillment of the product line.

• Work collaboratively with company and customer stakeholders to define and proactively shape device hardware requirements.

• Work collaboratively 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 update to customer deliverable documents and communications artifacts, including technology refresh plans, product and service catalog content, and configuration documentation.

• Identify opportunities to improve the day-to-day compute and mobility service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across JSC as well as all NASA Centers.

• Other IT duties as assigned.

Basic Qualifications:

You'll Bring These Qualifications:

• Experience Leading a team of 10-15 employees producing green metrics.

• Unwavering hard work ethic! Steadfast commitment to putting in consistent effort, dedication, and diligence toward achieving NEST goals and fulfilling the role responsibilities.

• Must be able to obtain a Public Trust Clearance.

• Proficient in Service Now.

• Proven written and oral communication skills.

• Proven experience in effectively working within a group to deliver IT services.

• Experience interacting with senior level managers and customers.

• Experience working in a fast-paced environment with competing priorities.

Preferred Qualifications:

These Qualifications Would be Nice to Have:

• NASA IT Experience

• Project Management Experience or Certification (PMP, Scrum, ITIL, or Six Sigma Blackbelt)

• Experience working in a fast-paced environment with competing priorities.

• Bachelor’s degree and 4-8 years of prior relevant experience or equivalent years of experience highly desired.

Original Posting Date:

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.

Pay Range:

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.