DescriptionLeidos Corporate has an immediate opening for The Manager of Service Management Office to join our Enterprise Infrastructure, Chief Information Office team.This is a critical position that provides leadership for a central department within the Service Management Office.This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs.The Manager is responsible for driving the following initiatives:
Define and implement a strategy to drive adoption of service management and operational best practices relevant to all computing services.
Ensure all service management processes enable ITS service agility.
Create an environment that supports customer self-service and automation of routine service requests.
Foster continuous service delivery optimization and improvement.
Identify resources and sourcing of service management operations support.
Develop self-auditing and compliance capabilities around ITSM procedures.
Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics, and reporting.
Define roles and responsibilities for the department.
Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
Primary Responsibilities
Lead, direct, and review the work of a team of 5 ITSM staff with various levels of responsibilities.
Hiring, firing, promotion, and reward authority within own area, in accordance with manager review and approval.
Collaborate with other support teams to document troubleshooting methods and improve first call resolution capabilities.
Provide Weekly Activity Reports for work being performed.
Assist with Root Cause Analysis efforts when necessary.
Accountable for building, publishing, and the utilization of the service catalog.
Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
Provide direction and goal setting on strategy and operations.
Provide tactical and strategic recommendations based on ITSM key performance measures.
Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
Establish and run Advisory Group reviews with Office Chief Information Office (OCIO) stakeholders.
Interface with other ITS teams and OCIO business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.
May be responsible for on-call duties and response to emergencies as needed.
Other related duties as assigned.
Required Qualifications:
Bachelor’s degree in Computer Science or related field and minimum 8 years of demonstrated experience in ITSM. Additional years of relevant ITSM experience will be considered in lieu of Bachelor’s degree.
Prior experience should include broad project / program management and leading a team.
Experience with ServiceNow.
Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
Able and willing to support standard East Coast (US) work hours.
US Citizenship and ability to obtain security clearance is required.
Preferred Qualifications:
Knowledge of change management methodology
Knowledge of Splunk and other tools used in ITSM environment
Original Posting Date:2024-03-25While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.Pay Range:Pay Range $108,550.00 - $196,225.00The Leidos pay range for this job level is a general guideline onlyand 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.#RemoteREQNUMBER: R-00131943All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.