P-ITSM Customer Relationship Manager
UNLEASH YOUR POTENTIAL
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams in the UK to address some of the most complex problems in defence, government, safety and security, and transportation. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Are you ready for your next career challenge?
To act as the Leidos Customer Relationship Manager undertaking activities including:
Direct interface to the IT Service’s Business Relationship Manager to ensure coherence of future delivery strategy and priorities.
Direct interface to the IT Service’s Service Level Manager to ensure coherence of activities to maintain and improve service delivery performance.
Primary point of contact for the Customer community (end user and business) located on-site at the South West London location.
Regular interfacing with the Customer community at the East of England site (travel required – bi-weekly minimum).
Routinely monitor and measure Customer and End-User perceptions and experience regarding the quality of delivered IT services and the capability, taking actions to rectify concerns and issues and identifying opportunities to improve Customer and End-User experience.
Through collaboration with the Continual Service Improvement (CSI) Manager, enable appropriate mechanisms for the Customer and End-User community to raise CSI opportunities, receive feedback on progress etc.
Review service performance escalations, in particular, Customer and End-User escalated issues, to identify cause(s) of escalation and assist the Service Level Manager to identify and develop options to prevent or mitigate future escalations.
At planned intervals:
Review and evaluate the performance of the IT Services and capability, including service performance trends, service breaches etc.
Identify and analyze the impact of poor service performance on the Business and its ability to meet its defined business outcomes.
In conjunction with the Customer, identify changes to the Business environment that may impact the provision of the capability, including delivery of IT Services.
Participate in service performance reviews on ‘as required’ basis.
Participate in reviews of IT service requirements, contract Performance Model, Service Framework and Service Level Agreement to ensure the processes continue to support the effective delivery of the IT services and the capability.
ITIL v3 Qualification
Experience in a customer focussed, outcome driven role such as Business Relationship Manager.
Excellent communication skills – both written and oral
Service Management best practice within complex matrix and/or multi-supplier environments.
Stakeholder management skills informed by business awareness.
Influencing, relationship and conflict resolution skills.
Managing employee tasks and activities as well your own tasks and responsibilities.
Location: South West London base with up to 40% travel to east England
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: https://www.leidos.com/sites/g/files/zoouby166/files/2019-11/PDF-Dynamic-Working-Leidos-UK.pdf
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
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.