The Digital Modernization Sector at Leidos has an opening for a Service Manager to provide support in providing information technology upgrades.  This position works closely with program leadership, customer leadership, and representatives of other IT service providers under the customer’s IT ecosystem.

The job duties of the Service Manager are as follows:

• The Service Manager is accountable for defining, maintaining and executing processes that improve operational efficiency

• Ensures services are defined and continuous service processes work in practice, diagrams and documents repeatable processes for a technical program

• Meets with the SMEs to gather requirements and document detailed steps for each repeatable task activity

• Manages and updates the ServiceNow service catalog and develops service requirements packages for standard catalog items

• Monitors service fulfillment; identifies discrepancies or breaks in automated workflows that impact service delivery objectives and escalates them for resolution

• Performs version-controlled updates and document tracking

• Attends meetings with stakeholders and contribute to collaborative discussions to identify requirements and execute solutions

• Develops and deliver service operations documentation

Required Qualifications:

• Required Clearance: TS/SCI with Poly

• Candidate must have 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master’s and 4 years, bachelor’s and 6 years, associates and 8 years or HS diploma and 10 years .

• Familiarity of ITIL processes

• Technical documentation experience; use of clear language and proper grammar, spelling and punctuation

• Develop user stories to provide justification for requirements solutions

• Ability to execute tasks quickly and efficiently

• Intermediate Confluence and MS Visio experience

• Ability to collaborate with teams, facilitate technical discussions and business requirements

• Use various program resources to answer questions and recommend solutions

• Lead/participate in various meetings and forums and report impacts to stakeholders

• Reviews process changes with internal board and submit them through the ITSM tool

• Escalates issues regarding service management process workflows

• Collaborates with engineers and project managers to gather technical requirements and submit them to developers in clear, concise written communication

• Monitors project lifecycle workflows and submit tickets to resolve errors

• Manages and track the DMND and ENHC process for all service delivery requirements and complete escalations

• Conducts application and implemented business processes demonstrations to stakeholders and support preparation of training material and provide user training

• Creates/improves complex workflows and processes of repeatable tasks

• Understands business capabilities of tools

• Drives initiatives for new methods and obtain buy-in from stakeholders

• Takes accountability for the quality of requirements and business process development and implementation

• Conducts quality management reviews to ensure compliance standards are met

• Works with integrators and developers to seek out solutions to improve productivity and performance metrics

• Creates Weekly, Daily and Monthly reports and manage task deadlines

Original Posting Date:

2024-10-08

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:

Pay Range $87,100.00 - $157,450.00

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.