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Job #: R-00007227
Location: Farnborough
Category: Proj and Prog Management
Schedule (FT/PT): Full time
Travel Required: Yes, 25% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret

Job Description:

We have an exciting opportunity for a Service Manager who will lead the day-to-day Service Delivery on one of our most strategically important contracts, providing leadership to a diverse Service Operations team.

The customer is in the process of developing and delivering new digital applications for its front line services. These applications are in the process of being transitioned into service support. The Service Delivery Manager will take responsibility for these applications once in support and will lead a team providing 2nd and 3rd line support on a 24/7 basis. This role is the primary customer contact for service activities, leading service review sessions with our customer where you will report on and discuss technical and non-technical achievements and challenges against Service Level Agreements and Key Performance Indicators.

This position is a full time, permanent role based in Croydon / Mobile and applicants must have (or be able to acquire) SC clearance.

THE ROLE YOU WILL PLAY

Responsibilities include :
  • Ensuring the execution and performance of the BAU support service against its baselines to achieve the commitments made to the customer and business as applications move into support
  • Identifying issues before they arise/reach our customer and providing solutions to ensure a pragmatic, proactive and positive leadership style
  • 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 shared customer
  • Involvement in transitioning new services from Projects to Business as Usual (BAU) through AIS(Acceptance into Service) processes, including creation of relevant procedures and customer schedules and assisting with commercial contracts as appropriate
  • 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


PROFILE

Required Skills & Experience:
  • Work in strong partnership with client senior stakeholders to drive continuous improvement
  • Service Management including diverse matrix management experience
  • Excellent leadership and people management skills - Good team builder and leader
  • Excellent written and verbal communication skills including presenting - Experienced at interfacing/presenting to director level
  • Client relationship management - Build effective relationships with client team
  • Takes pride in service excellence
  • Build an environment of growth and innovation
  • Can do attitude
  • 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
  • Experience in reporting and analysing data to identify trends
  • Experience of dealing with 3rd Party Suppliers
  • Providing input to the pre-sales process to facilitate submission of high-quality, achievable proposals


Desired skills
  • Experience of Jira, Service Now, Slack
  • Understanding of agile development and GDS frameworks
  • Experience with application on-boarding (bringing into service)
  • Service transition in an agile development environment
  • ITIL v3 Expert preferred


Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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