Service Delivery 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?
Leidos UK is seeking an enthusiastic and motivated Service Delivery Manager to join our growing team of IT experts in delivering high quality IT services to our government and commercial customers. We love to work with people who have a passion for Service Delivery: optimizing and continuously improving services for our customers. You will be self-motivated and be able to work autonomously while leading a small team of specialists and experts but be comfortable with asking for support to achieve your goals and continuing to train and develop yourself concurrently.
You will be happy to shoulder responsibility for delivery of service performance and availability in a strongly customer facing role, involving constant and collaborative interaction with a diverse customer community.
You must be an effective communicator, comfortable directly engaging with customers and colleagues. You must also demonstrate an analytical and systematic approach to technical challenges.
We operate a high paced and exciting collaborative working environment where the work you do is customer facing and has demonstrable real world impact. As such we value our staff highly and are committed to training, career development and providing opportunities to progress.
As the site Service Delivery Manager, you will report directly to the Programme Manager, and work closely with the Senior Service Delivery Manager. You will be responsible for the day to day tactical and team management of the Service Operations team on site within a secure Defence Environment, including high level ownership of Service Scope/Change and continuous improvement work. The work is highly collaborative across Leidos and customer staff and we aim for a partnership approach through open and transparent communication, which is a core skill for this role. ITIL V3 knowledge and experience is essential.
The role is primarily site based with the potential for some limited remote working in the future. There is also a requirement to provide out of hours on call support. You will have excellent organisation, communication and leadership skills as well as:
Experience of managing sizeable application support services
Experience of managing teams of up to 20 highly qualified technical staff
Worked within ITIL based framework, with experience of:
Experience of monitoring service against agreed service levels
Service Level Management skills
Experience in reporting and analysing data to see trends
ITILv3 delivery knowledge and experience
Managing the tactical day to day running of a complex and operationally critical IT Service Management team.
Identifying and managing problems, risks, issues and the practicalities of a 24/7 organisation in order to meet our customers’ expectations and ensure Leidos’ reputation as an organisation which delivers for its customers.
Demonstrating a professional and proactive approach in customer communications in order to build strong relationships with a wide group of key customers.
Leading by example in demonstrating a collaborative and transparent partnering approach with the customer group in support of Leidos’ long term goals and principles.
Ensuring utilisation targets are hit with resources you are in control/manage
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.
Provide support to the operational and strategic management of this area of Leidos business including SME support to proposals for future work to benefit the customer.
To be successful and work with our clients you will need to be willing to undergo a high degree of 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, childcare vouchers and 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
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.
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.