Service Delivery Manager
UNLEASH YOUR POTENTIAL...
The Service Delivery Manager (SDM) manages overall delivery commitments to the customer, acts as the single point of end-to-end service delivery of a Fixed IT environment.
The SDM drives the Leidos delivery teams to deliver high value, cost effectively while maximising use of a standard Leidos product set and compliant with ITIL processes. The SDM orchestrates the multiple service management capabilities in an integrated operation. The SDM is a direct client contact position responsible for delivery of all in-scope contracted services across all involved service delivery towers, ensuring that performance goals are met.
The SDM is the principal contact for all service operational and tactical issues for the client and Leidos delivery organisations. The SDM develops and nurtures an excellent client relationship at the executive level supporting the Head of Service Operations and supporting on contract growth opportunities.
Your Role and Responsibilities:
Manages overall delivery commitments to the customer
Work in strong partnership with client senior stakeholders to drive continuous improvement
Working as part of a multi-disciplined and multi-organisation team; able to use your own team, 3rd party contractors, and, the support of peer organisations, to get the best results for your customer
Involvement in transitioning new services from Projects to Business as Usual (BAU) through formal Service Transition processes
On-going requirement to maintain service documentation/procedures/work instructions and ensuring that customer reports are accurate and sent on time whilst managing customer expectations
Develop and present monthly service reporting
Work to the applicable industry best practice framework (ITIL)
Responsible for customer satisfaction, cost, schedule and service deliverables
demonstrating knowledge of customers strategy, objectives and critical success factors
Creation of an annual cost budget that covers the contracted scope of services
Managing to a cost budget,
Ensuring accurate labour tracking
Tracking of 3rd Party Costs
Running a Risks & Opportunities tracker against the cost base to ensure achievement or improvement of budgeted cost base.
Responsible for Profit and Loss(P&L) for the service elements of the customer contract
Significant experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels
Experience and knowledge of financial management and cost centre control
Experience of developing SLAs and operational procedures in a commercial environment
Experience of driving through service improvement activities
Understanding of how technology, process, tools and people combine together to provide effective customer focused solutions
Good strategic planning and organisational skills
Experience of supporting new business development activities and creating value propositions around our service portfolio
Must be able to work under pressure and to deadlines; with a flexible and pragmatic approach
Evidence of in-depth understanding of formal Service Management frameworks ideally with Expert level certification.
Excellent leadership and people management skills - Good team builder and leader
Experience of working in a matrix management environment
Excellent written and verbal communication skills including presenting
Experienced at interfacing/presenting to director level
Client relationship management - Build effective relationships with client team
Ability to build an environment of growth and innovation
Ability to grasp complex technical information quickly, assimilate and explain to non-technical audiences
Understanding of DevOps function and agile development methodologies - Hands on delivery experience to work with distributed teams in an agile environment
Favourable if You Have:
Experience in reporting and analysing data to identify trends
Experience of dealing and managing with 3rd Party Suppliers
Providing input to the pre-sales process to facilitate submission of high-quality, achievable proposals
- Clearance to Start DV
- Clearance for Role DV
What 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)
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.
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.