Leidos Sr. IT Service Delivery Consultant in Kansas City, Missouri
Leidos is looking to hire a Sr. IT Service Delivery Consultant in Kansas City, MO to join our newly awarded NGEN program.
Leidos is pleased to announce that it has been awarded the Next Generation Enterprise Network-Recompete (NGEN-R) Contract. This is an eight-year, $7.7 billion contract that is responsible for maintaining and modernizing the main global network of the Navy and Marine Corps.
NGEN-R is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport portion of NGEN-R, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.
IT Service Delivery Consultant Senior is responsible for ensuring the internal processes related to Information Technology (IT) Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability. This role will leverage processes, utilizing Information Technology Infrastructure Library (ITIL) best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives. Primary areas of responsibility will be within the areas of incident, problem, change, and availability management. This role will also ensure that IT has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization.
As an Operations Lead, directly manages Team Leads and oversees the operations of an Enterprise Service Desk in support of the United States Marine Corps.
Manages and provides guidance for a growing number of Junior/Senior Service Desk Analyst, Leads, Detection and Analysis (D&A), and Reporting personnel. Daily functions include but are not limited to scheduling, work intake, deliverables management, staff training & development, and status reporting.
Adheres to procedures in accordance with incident, problem, configuration, and change management processes and maintains compliance and audit readiness.
Assists Leads and Desk Analyst in resolving IT issues received either by phone, email, or BMC Remedy ticketing system to an increasing customer base consisting of Military, Government, and Contractor end-users in order to meet the Government stakeholders SLA/SLT.
Oversees the use of and provides technical guidance in the BMC Remedy ticketing system with a primary focus on Incident Management, Service Request Management, and Foundations Management People Records.
Provides and/or reviews technical process and procedures for the Service Desk.
Interacts with the Program Manager and/or Government stakeholders to ensure that desk operations are meeting the SLT’s.
Executes guidance provided by the Program Manager and/or the Government stakeholders regarding changes to service needs in order to meet SLT’s.
Responsible for ensuring the internal processes related to Information Technology Service Management (ITSM) and delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability.
Leverages processes, utilizing Information Technology Infrastructure Library (ITIL) best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives.
Monitors service delivery compliance to quality standards, and customers and/or internal businesses/end user requirements.
Applies deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
Provides regular reporting to track issue resolution and compliance with SLA standards.
Provides input into the development and implementation of action plans to address service/s underperformance.
Provides project management, both in the context of technical service delivery and customer service.
Reports to management on all operational events, ensuring team is fully aligned on outputs and deliverables.
Manages support requests, ensuring priority process is adhered to - including escalation.
Confers with customers and/or end users on a broad range of technical and operational topics, becoming a trusted advisor to the customers and/or end users.
Ten+ (10+) years of information technology (IT) relevant experience
Bachelor's Degree in Computer Science, MIS, Business, or related field; additional years of related training, education, and military experience may be considered in lieu of degree
Holds Information Technology Infrastructure Library (ITIL) v3 baseline certification
Experience with Project Management (PM) and customer service skills, along with a general understanding of related technologies
Working understanding of service level agreements (SLAs) and how SLAs contribute to quality business outcomes
Highly developed customer service ethic, coupled with a drive to deliver exceptional customer experience
Possess a high degree of tack, diplomacy and professionalism when dealing with all types of customers
U.S. citizen with a DoD Secret security clearance or higher
Prior Navy NGEN or Marine Corps MCEN experience
Experience of, or exposure to, Agile Project Management a plus
ITIL 4 Foundation or Managing Professional
Project Management certification
Advanced graduate degree (e.g., master’s degree, MBA, PhD, etc) with six (6) to ten (10) years of prior relevant experience
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:Secret
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Business Systems Analysis
Leidos is a Fortune 500®information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com.
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to firstname.lastname@example.org.
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
All 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.