​​Service Operations Manager

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-facing projects involving the growth and sustainment of an enterprise service desk suite of tools specifically, ServiceNow. The Service Operations Manager will oversee the Service Desk multi-tiered team along with ServiceNow operations management to deliver solutions and day-to-day operations that ultimately ensure seamless support of the USAF to support an enhanced end user experience.

• Be a US Citizen with active SECRET and eligibility to obtain SCI

• Be local to the San Antonio area and able to report on-site.

• Operational Oversight: Manage the daily operations ensuring high performance, and reliability of ServiceNow systems and service.

• Team Leadership: Lead, mentor, and develop a team of ITSM staff, fostering a culture of collaboration and continuous improvement.

• Service Management: Implement and maintain best practices for service delivery, incident management, and problem resolution, ensuring compliance with SLAs and KPIs.

• Collaboration: Work closely with IT functional support teams, application development, and business to ensure alignment of cloud services with overall business objectives.

• Setting team priorities, strategic vision, maintaining quality and product roadmaps.

• Conduct personnel performance reviews, review and sign timecards, and oversee Operation area leads.

• Establish organization policies, standards, and operating procedures.

• Create effective, deliverable technical proposal solutions/content that conform to requirements, win strategy, and corporate strategy.

• Foster and ensure a collaborative, service oriented, revenue driven environment.

• Provide Service Desk support for all incidents and ensure resolution within established SLAs.

• Monitor Service requests and Change requests to ensure accurate completion of work by teams on schedule.

• Project Monitoring and Control: Tracking project progress, monitoring performance against established SLA's, metrics, and taking corrective actions as needed.

• Quality Assurance: Ensuring that all project deliverables meet defined quality standards and requirements.

• Team Leadership: Leading and mentoring project teams, fostering a collaborative and productive work environment.

• Budget Management: Monitoring project expenses and ensuring that spending stays within the allocated budget.

• Release Management: Coordinating with the ServiceNow Release Manager to schedule project releases and ensure alignment with roadmaps.

• Continuous Improvement: Identifying opportunities to improve project management practices and documentation to enhance delivery quality and speed. Provide feedback to ServiceNow teams on new capabilities, service improvements, and efficiencies needed by the operations team.

• Previous experience as an Operations Manager, minimum 5 years of recent experience.

• Proven experience leading teams and managing complex operational projects.

• Strong knowledge of ServiceNow, Service Desk and service management best practices

• Experience Leading Small to Intermediate teams.

• Local to the San Antonio area.

• U.S. Citizenship required.

• Active DoD Secret clearance and eligibility to obtain TS/SCI.

• Active DoD 8570 IAT Level II or equivalent DoD 8140 certification (e.g., Security+ CE, CCNA-Security, CySA+, GICSP, GSEC, CND, SSCP).

• Active ServiceNow Professional Implementer Certification.

• Demonstrated proficiency with ServiceNow ITSM modules including CMDB.

• ITIL v4 Foundation certification.

• Must be committed to adopting and adhering to best practices.

• Strong analytical and problem-solving skills.

• Ability to collaborate and work effectively in a team environment.

• Experience planning and prioritizing tasks across a team.

• Ability to interact positively, collaborate, and communicate appropriately with team members.

• Strong communication and collaboration skills, dealing with complex architectures, customers, and competing priorities.

• Experience driving performance of teams, identifying key performers, and mentoring staff.

• Ability to manage conflict effectively.

• Strong communication and collaboration skills supporting multiple stakeholders and business operations.

• Expertise in understanding and mitigating risks to business operations.

• Agile-based knowledge and skill. Competent understanding of ITSM processes and experience with agile methodologies like Scrum, Kanban, SAFe using technologies like Jira.

• Bachelor's degree with a minimum 8 years of relevant experience, or a master's degree with a minimum 6 years of experience. Equivalent work experience may be considered in lieu of a degree.

• Generally, has a minimum of 5 years of experience supervising or leading operations teams.

• A minimum of 3 years of experience with developing ServiceNow solutions across various platform applications, such as ITSM, ITOM (HAM and SAM), ITBM, CSM, SecOps, GRC, HR.