National Accounts Manager
Sonova Group
SFDC
Service Delivery Manager
Leidos
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $126,100 - $227,950 per year
Job Level
SeniorLead
Tech Stack
CloudCyber SecurityITSM
About the role
- Oversee and be responsible for the end-to-end service delivery process for assigned customer(s) by working closely with RO service operations to ensure high-quality and efficient operations to meet customer and business objectives.
- Interact with and manage internal and external customers, in partnership with the RO and Leidos program teams, to ensure successful services delivery to their assigned customer(s), aligning capabilities to program requirements and managing cost and schedule to support offering delivery.
- Establish and maintain strong customer relationships, acting as a key point of contact for escalations and strategic service discussions.
- Monitor, analyze and report on key service delivery metrics such as key performance indicators (KPIs) and service-level agreements (SLAs) to drive efficiency and accountability.
- Lead internal and external customer reporting efforts that quantifiably demonstrate service delivery success aligned to contractual requirements and SLAs.
- Analyze customer feedback and emerging technologies to drive operational improvements and competitive advantage.
- Provide matrixed leadership to the team responsible for IT operations, service management, and customer support, driving operational excellence and continuous improvement.
- Identify and assist with the implementation of automation and process improvement initiatives to enhance service quality and reduce operational inefficiencies.
- Navigate and resolve complex, multilayered problems successfully through teamwork and effective collaboration, utilizing sound logic and analysis skills to effectively communicate with stakeholders.
- Manage RO service delivery budgets, resource allocation, and cost controls for assigned customer(s) to balance cost, performance, and risk in service delivery and operations.
- Manage to Memorandums of Understanding (MOUs) and fixed price (FP) allocations of cost between the RO organization and consuming customers, and drive alignment and adherence to those MOUs and pricing during service delivery for assigned customer(s).
- Raise issues proactively with experience briefing issues and solutions to senior leadership and customer.
- Experience identifying risks well in advance with ability to present options to mitigate.
- Support on-contract growth and development of proposals for assigned customer(s) and future RO opportunities.
- Support the intake of additional service offerings and support the deployment, operations, and maintenance of offerings post transition for assigned customer(s).
- Lead, mentor, and develop service delivery teams and team members, fostering a culture of innovation, collaboration, and professional growth.
- Support the development and advancement of internal processes based on ITIL, DevSecOps, and Agile principles for the successful delivery of ROs across customers from a cross-functional Service Operations team.
Requirements
- Bachelor’s degree in related field with 8 years of relevant experience, additional years accepted in lieu of degree OR Master’s degree with 6 years of experience.
- Minimum 5 years of experience with customer relationship management, stakeholder engagement, and contract management
- Experience supervising or leading teams in engineering, IT operations, security, and/or software development.
- Experience managing and adhering to budgets for IT services delivery.
- Strong expertise in IT service management (ITSM), cloud-based service operations, and enterprise service delivery frameworks.
- Experience with ITIL, Agile, and DevOps service delivery methodologies.
- Federal customer experience delivering digital modernization capabilities using a leveraged, matrixed team.
- Experience managing operational KPIs, SLAs, and other IT service performance metrics.
- Experience fielding and transitioning new IT services, and growing, expanding, or upskilling the team to deliver, operate, and sustain those new capabilities.
- Strong understanding of IT infrastructure, cloud computing, networking, cybersecurity, and software development practices.
- Excellent problem-solving, decision-making, and strategic planning skills.
- Effective communication and stakeholder management skills, with the ability to collaborate across technical and business teams.
- Strong leadership and people management skills, with the ability to mentor and develop high-performing teams.
- Must have U.S. Citizenship.
- Must be able to obtain and maintain clearances, to include customer-specific Public Trust clearances, and DoD Secret or Top-Secret clearances.
- Must be willing to travel on average once per month to the Leidos and/or customer site for in person meetings.
Benefits
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementcloud-based service operationsenterprise service delivery frameworksITILAgileDevOpscustomer relationship managementcontract managementoperational KPIsservice-level agreements
Soft skills
problem-solvingdecision-makingstrategic planningeffective communicationstakeholder managementleadershippeople managementmentoringcollaborationinnovation
Certifications
Bachelor's degreeMaster's degreePublic Trust clearanceDoD Secret clearanceDoD Top-Secret clearance
