Service Delivery Manager

Are you a Service Delivery Manager, SDM, interested in new technology and trends with a strong track record in Infrastructure Support and Deployment? Would you like to be part of a growing Operational Support team?

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.

Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own. United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Candidate must be eligible to undergo security clearance (DV). 

WHAT WILL YOU BE DOING?

As the project SDM you will be accountable for delivery of services across customer-owned projects to meet the defined SLAs/KPIs.

You will manage all service delivery-related processes and the delivery of projects from engineering to operation. As an SDM you will be the service owner for all end user and customer-facing IT services and solutions; and shall ensure end-to-end delivery of services based on agreed ITSM processes consistent with industry best practices.

The chosen candidate will also be responsible for management of the current team of ~40 staff, including the out of hours staffing needs, and additional surge resources that may be required to ensure the successful delivery of our contractual obligations while ensuring a favourable financial outcome.

Given all of these responsibilities, the chosen candidate will require experience of Service Delivery in a busy and dynamic environment, be aware of Programme/Project Management disciplines and have a high degree of commercial and political awareness.

The successful individual will be responsible for:

• Ensure team compliance local Security rules.
• The SDM shall be responsible for delivery and ownership of holistic customer service offerings including: 
• Ensure all staff have appropriate workspace, liaising with Customer to increase workspaces as required;
• Ensure all on-site \ Customer H&S procedures are adhered to;
• Ensure that policies and processes are in place to deliver consistent, efficient, and effective services;
• Responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the User experience;
• Drive efficiencies through refinement of processes and practices.

• Support the recruitment (market analysis, interview and selection) of staff onto SP projects;
• Assess staff members’ skill and capacity requirements and maintain a SQEP register.
• Ensure suitable training opportunities are made available to the team to bridge shortfalls identified in the SQEP register.
• Supporting business development activities such as contributing to bids, supplier engagements, and industry events;
• Governance – assisting in defining and implementing processes & standards and ensuring staff adhere to them.
• Point of escalation - ensuring escalated issues from customers and colleagues are resolved effectively and in a timely manner.
• Coach and mentor less experienced staff as required.
• Foster a spirit of teamwork inclusion and unity amongst the teams;
• Keep staff informed of company, division, department, and team’s activities;
• Empower staff to take responsibility for their jobs and commitments;
• Innovate and encourage innovation within team members;
• Promote a culture of challenge and accountability within the team.
• Manage compliance to processes and other corporate obligations e.g. timesheets, training.

Lead user liaison – Point of Contact for Lead users for:

Conflict resolution. Business continuity. Information dissemination for Leidos personnel. Define or implement escalation processes for Risks and Issues. Escalation of opportunities, Risks, Issues that are outside of contract boundaries to the Programme Manager.

Effectively leading, managing and motivating the on-site and remote teams to ensure a culture of focus, delivery and professionalism within which each member understands their role, responsibilities and is enthused to deliver their best work.

Participating in sector resourcing through recruitment and resource management activity to help maintain a balanced and flexible resource pool.

WHO DO WE NEED?

We are looking for a talented individual who is able to lead from the front with customers and team members alike and who has proven people management skills having an acute eye for attention to detail, excellent organisation, communication and leadership skills, service delivery expertise with a technical bias and strong programme management experience aligned to client and technical complexity notably:

The required gravitas of being able to manage senior stakeholders within the IT Services arena including Programme Managers, End user community personnel and Supply Chain;

Experience of managing sizeable application and infrastructure support contracts;

Experience of managing teams of up to 40 highly qualified technical staff;

Strong negotiation skills;

Worked within ITIL based framework, with experience of: Incident Management, Problem Management, Change Management, Release Management;

Experience of monitoring service against agreed service levels;

Experience working on complex projects and programmes. Working on a customer site, with limited working for home;

Ability to gain and hold security clearance.

WHAT DO WE DO FOR YOU?

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

•  Dynamic Working 

•  Relocation package

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

Original Posting Date:

2024-07-08

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:

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.