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Service Delivery Manager

Job Description
 Leidos is recruiting for a highly motivated professional who can manage the day-to-day Service Delivery on one of its flagship contracts; providing leadership to a diverse Service Operations team.
The Service Delivery Manager is the primary customer contact for program activities, leading program review session with the customer, where you will discuss technical and none-technical achievements and challenges against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
The Service Delivery Manager will also be the program’s primary internal contact point, for the Global Divisional Leadership team; this role must be able to articulate program performance to Director Level.
Identifying program problems before they arise / reach the customer and, enacting solutions is essential in this role, therefore, a pragmatic, proactive and positive leadership style are key in this role.
Implement the Continuous Service Improvement Programme (CSIP) for IT Services with an emphasis on proactive planning, promoting a customer focussed support culture and, improving the accountability of delivering effective IT support services.

Able to work 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), including creation of relevant procedures and customer schedules and, assisting with commercial contracts
On-going requirement to maintain Service documentation/procedures/work instructions and, ensuring that customer reports are accurate and sent on time. Managing any exceptions.
Work to the applicable industry best practice framework – IT Infrastructure Library (ITIL)

The Candidate:
The successful candidate must be able to work calmly under pressure, able to bring structure, rigour and ownership when presented with a set of issues / challenges.
Ideally, you will be looking for your next step as a Service Delivery Manager and will be able to bring a deal to the role from your career experience to bear.  This role is unlikely to be suitable for those wishing to step up into Service Delivery Management

You will have experience of listening to customers/clients, interpreting their concerns/needs, producing derived requirements and enacting them within a technically diverse environment. 
In addition to formal Program/Service Reviews, you will lead the relationship with the customer/client.  The successful candidate will set and adhere to all meeting rhythms; updating the customer/client on day-to-day activities, ensuring there are no surprises and, ensuring customer confidence in Leidos is maintained. 
You will have managed teams of technical subject matter experts (SMEs) including Service Desk, Desktop Support, Infrastructure (Server (physical and virtual), storage, cloud), Network, Asset Management (hardware and software), for the following disciplines:
Incident Management
Major Incident Management
Change Management
Problem Management 
Service Request Management
Event Management
Continuous Service Improvement (CSIP)
Essential and demonstrable skills: 
Experience of working in a Supplier/Customer environment, under a partnership umbrella
Has managed a Service Operations team of 30+ staff
ITIL certified with experience of working in secure multi-tenant environments
Experience in creating Service Designs, Operating Level Agreements (OLAs)
Service Management in a large-scale and diverse environment 
Excellent leadership and people management skills 
Excellent written and verbal communication skills including presenting
Security Check (SC) cleared, or, ability to gain SC clearance
Desired skills:
Whilst technical knowledge is not essential, it would be beneficial to have a rudimentary understanding of these technologies:
Storage: NetApp, EMC, Dell, Violin
Server: Physical and Virtual, VMWare, Networker, SQL, Cloud
Network: Cisco, Palo Alto, Checkpoint, WiFi, ISE, Call Manager
Other: Remedy ITSM tool, Atrium for CMDB, Solarwinds, SCCM
Experience of working in a Service Integration and Management (SIAM) environment
Higher than ITIL Foundation certification
Soft skills:
Should be experienced at interfacing/presenting to CIO level
Able to recruit, lead and mentor technical SMEs 
Able to matrix manage and prioritise shared use of resource

Typical Minimum Education & Experience: 
A Level 5 qualification (i.e. foundation degree or HND) in IT, Business Management, or, related discipline, or; equivalent experience/combined education, with 10 years or more of professional experience.