Service Delivery Lead
Company: Leidos Inc
Location: Hampton
Posted on: April 16, 2024
Job Description:
Description Looking for an opportunity to make an impact? At
Leidos, we deliver innovative solutions through the efforts of our
diverse and talented people who are dedicated to our customers'
success. We empower our teams, contribute to our communities, and
operate sustainable. Everything we do is built on a commitment to
do the right thing for our customers, our people, and our
community. Our Mission, Vision, and Values guide the way we do
business.If this sounds like a mission you want to be a part of,
keep reading!As a Service Delivery Lead (SDL) under theNASA
End-User Services & Technologies (NEST)contract, you will play a
pivotal role in ensuring seamless technology support for NASA's
Langley Research Center (LARC) performance site. Your
responsibilities will encompass managing and maintaining essential
IT services, including personal computing hardware, agency standard
software, mobile IT services, peripherals, and accessories. This
position is critical and in support of NASA's core business
activities.Your greatest work is ahead! Job Description:The Service
Delivery Lead (SDL) at Langley Research Center (LARC) 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 LARC Center Operations Manager (COM) daily in
the successful execution of program requirements at LARC, which is
in located at NASA LARC in Virginia.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.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 LARC as well as all NASA Centers.
- Other IT duties as assigned.You'll Bring These Qualifications:
- 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.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:2024-03-28While 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:Pay Range $61,750.00 - $111,625.00The 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.
Keywords: Leidos Inc, Hampton , Service Delivery Lead, Accounting, Auditing , Hampton, Virginia
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