To our valued Leidos candidates:

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Job #: R-00136340
Location: Remote, GB
Category: Service Management
Schedule (FT/PT): Full Time
Travel Required: Yes, 25% of the time
Shift: Day
Potential for Telework: Yes, 25%
Clearance Required: UK - SC


Head of Service Operations

Location: Cambridge, UK

Clearance Requirements: High level of security clearance (SC)


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.

Inspired to make a difference, we are committed to solving the world’s toughest problems. 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.

Are you ready for your next challenge?

We currently have a requirement for a Head of Service Operations based in the UK at a customer site, on a major IT Service Management Programme.

Being part of the Leidos team is a commitment to push yourself and those around you to do better, constantly adapt and learn new technologies. We’re a passionate team and are committed to developing and growing our staff.

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.

Your role and responsibilities;

You'll be managing the delivery of service continuity, flexibility and reliability for a customer with critical dataflow requirements, while ensuring adherence to the appropriate SLAs / KPI’s and other customer requirements.

The successful individual will be responsible for:

  • Providing Strategic Operational direction, reporting to the Programme Manager

  • Lead the well-established Service Delivery team of circa 30 to deliver excellent service and meet all contractual SLA’s.

  • Ensure the Service Delivery team is resourced and skilled appropriately to deliver the live service.

  • Ensure the Service Delivery team assess and prepare to take on new capability being delivered through the change pipeline. 

  • Maintain clear responsibilities across individual team members.

  • Ensure each team member understands their contribution to the mission through flow down of clear goals.

  • Adopt and encourage behaviours conducive with the ethos of P-ITSM including:

  • Constructive

  • Open

  • Collaborative

  • Respect and trust-based

  • Co-operative

  • Innovative

  • Proactively build open, honest, and trust-based relationships with all stakeholders

We are looking for someone with excellent organisation, communication and leadership skills who has:

  • A strong background in leading IT Operations, able to confidently navigate high pressure situations.

  • Excellent communication skills

  • ITIL Expert qualified, or extensive experience of implementing and working to ITIL Service Management standards and processes. Ideally experience of ITIL 4

  • Able to operate in a highly dynamic and rapidly changing environment and adopt a highly agile approach to work

  • Coach and mentor

  • Experience of, or familiar with the SAFe framework

  • Familiar with Secure by Design principles

  • Works to influence regarding solution design, process and/or approaches

  • Support individual team members to develop and grow within the programme and within Leidos

Clearance Requirements: Clearance to Start: SC/ Clearance for Role: DV

Main Location – Cambridgeshire

Occasional travel to Heathrow, West London

Some opportunity for remote working.

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:

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.

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.

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