Description
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Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries. 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 sustainable. 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.
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Leidos is hiring a customer-oriented Information Technology Service Transition Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD, Joint Base Anacostia-Bolling, DC, and the Pentagon. The successful candidate will assist the Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services.
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The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation.
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Primary Responsibilities:
- Engage with project managers to ensure proper transition of all IT services to operations
- Analyze each service in the service delivery pipeline to ensure all operational workcenters are capable of supporting and sustaining the new service
- Conduct transition to operations meetings with all stakeholders
- Advise program offices, service delivery managers, and project managers on necessary steps to transition services to operations
- Work with user experience managers to ensure all necessary advertising is done in advance of the service being delivered
- Ensure continuous process improvement of the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently to meet stakeholder desired mission end state.
- Collaborate across the program in support of an overarching quality management function across all teams and work centers to include managed print services.
- Assist the Chief of Operations by providing onsite support and consultation to in-need work centers to drive efficiencies to remediate performance deficiencies.
- Assist the Strategic Operations Manager and Problem Management team identify negative service trends and aid in solution development.
- Assist the contract UX Manager, augmenting the Government staff, in building and updating the AFNCR ITS Service Catalog.
- Assist the contract UX Manager with Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.
- Support special projects aimed at enhancing or improving service delivery and customer experience.
- Develop new and/or modify existing ITSM service request templates in collaboration with the Remedy / ServiceNow team.
- Assist UX Manager in the development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
- Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
- Assist the development and execution of the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
- Assist the development and execution of the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.
Basic Qualifications:
- Must have a Bachelor's degree with 8 years of related experience, or a Master's and 6 years of experience. Additional years of experience may be used in lieu of degree.
- Must have 4 years of Project Management experience or must have been part of a project management team for medium to large projects.
- Must have Operations and Maintenance experience for a large network of up to 10,000 or more of end users.
- Must hold an active, full DoD Secret Clearance prior to start.
- Strong organizational skills
- Excellent written and oral communications skills
Preferred Qualifications:
- Two years of experience in quality assurance and/or process improvement.
- Exposure to BMC Remedy and its Digital Workplace Catalog.
- Prior experience working in the National Capital Region
- Prior experience developing/maintaining a Service Catalog.
- Familiarity with the Headquarters Air Force staff organization.
- Experience with Service Now with Service Now/Remedy migration a plus.
- One or more of the following within 6 months after starting:
- Continuous Process Improvement certification or executive course.
- Information Technology Infrastructure Library (ITIL) Foundations certification.
- Project Management Professional certification.
Original Posting:
June 5, 2025
For U.S. Positions: While 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 $89,700.00 - $162,150.00
The Leidos pay range for this job level is a general guideline only and 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.