IT Service Operations Manager
Are you an IT Service Operations Manager or an IT Project or Service Manager interested in new technology with a strong track record in Infrastructure Support and Deployment? Would you like to deliver a project transitioning to live Service Management Support team?
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, which we use to select, recognize, and reward employees. These principles create the environment that drives us toward our mission.
We are passionate about customer success and are determined to understand and respond to our customers’ needs as if they were our own. United as a team, we are bound by our conviction that ethics and integrity are core to our operations.
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in defence, intelligence, homeland security, civil, and health markets. Our 33,000 employees support vital missions for government and commercial customers. Candidates must be eligible to undergo security clearance (DV).
WHAT WILL YOU BE DOING?
As the project transitions to live, you will be responsible for owning the sign-off of project requirements and deliverables, and leading the new service delivery team into a new service support contract.
You will manage all project transitioning and service delivery-related processes, shaping and owning the service support contract. This includes managing a third-party supplier during transition and ongoing licensing and technical support agreements.
As a Service Operations Manager, you will be the owner of the new service management tool. You shall ensure end-to-end delivery of services, and continual service improvement based on industry best practices and ITSM processes.
The selected candidate will also manage the service support team, which may require out-of-hours staffing. You will oversee the third-party supplier to ensure contractual obligations are met while ensuring a favorable financial outcome.
Given these responsibilities, the candidate should have experience in Project/Service Delivery in a busy, dynamic environment, be familiar with Programme/Project Management disciplines, and have a solid understanding of commercial contracts and political awareness.
The successful individual will be responsible for:
* Transitioning a project to in-service support, delivering a Beta phase for users, and ensuring project and system requirements are met before going live.
* Managing the service team and collaborating with the Technical Operations Lead to manage and prioritize the backlog.
* Managing work packages, budgets, procurement, and finances.
* Controlling scope creep, requirements, acceptance criteria, and gate reviews.
* Managing licenses, sub-contracts, and suppliers, maintaining good supplier relationships.
* Owning the Risks, Assumptions, Issues, and Dependencies log and leading monthly risk reviews.
* Leading team scheduling, recruitment, and ensuring appropriate internal charging.
* Delivering and owning holistic customer service offerings, including ensuring appropriate workspace, adhering to H&S procedures, and improving customer support processes.
Additional responsibilities include assessing team skills, delivering reports, governance, escalation management, coaching, fostering teamwork, and supporting business development activities.
Lead user liaison activities, including conflict resolution, business continuity, and defining escalation processes for Risks and Issues outside of contract boundaries.
Effectively lead, manage, and motivate on-site and remote teams to ensure a culture of focus, delivery, and professionalism.
WHO DO WE NEED?
We seek a talented leader with proven people management skills, attention to detail, excellent communication, and project/service delivery expertise, preferably with a technical background and strong programme management experience. The candidate should be comfortable managing senior stakeholders, including Programme Managers, end-user communities, and supply chain partners.
Advantageous Skills:
Experience within an ITIL framework, including Incident, Problem, Change, and Release Management, and monitoring service levels.
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 careers, a collaborative culture, and support your career goals while promoting work-life balance.
Our benefits include a contributory pension scheme, private medical insurance, 33 days annual leave, access to flexible benefits, and options for flexible working arrangements.
We are committed to diversity and inclusion, welcoming applications from all backgrounds and providing necessary adjustments during the application process.
Who We Are: Leidos UK & EUROPE – working to make the world safer, healthier, and more efficient through technology, engineering, and science.
What Makes Us Different: Purpose-driven work with opportunities to use your passion and skills to keep people safe, in innovative fields like AI, cybersecurity, and technology solutions. We foster collaboration, flexibility, and growth opportunities for all employees.
Original Posting:
For U.S. Positions: This job requisition will remain open for at least 3 days, with an anticipated close date no earlier than 3 days after the original posting date.
Pay Range:
The Leidos pay range is a general guideline and not a guarantee of salary. Compensation depends on responsibilities, education, experience, skills, and other factors.
#J-18808-Ljbffr