Senior Service Delivery Manager

28 Sep 2016
20 Oct 2016
Contract Type
Are you an exceptional Senior Service Delivery Manager looking for a new challenge and are interested in joining our dynamic team, which provides innovative solutions and services to our aviation customers? We are looking for this role to be based anywhere in the UK however Manchester and the surrounding areas would be preferential. Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. THE ROLE YOU WILL PLAY As an experienced, capable and commercially aware Senior Service Delivery Manager, you will be able to manage multiple customers and balance priorities accordingly. You will deliver an exceptional service to strategic customers, exceeding SLAs and ensuring Continual Service Improvements. This is a customer-facing role and you should expect to spend around 60% of your time at a client site in the UK, with occasional visits to other UK sites. You will have experience of managing senior client relationships, preferably in a real-time software environment, backed up by sound technical and/or product/business-process knowledge. Experience of service delivery/service management gained in a commercial, outsourced or multi-vendor environment together with knowledge of aviation, airport and air traffic operations is highly desirable. Experience of bespoke and packaged software development and application support would be advantageous. Leidos strives to be a recognised global leader in solving important problems in national, security, health and infrastructure. What you do, where you work, and who's on your team are important. After all, you spend a lot of your time and energy at work. Leidos employees are smart people focused on solving the world's most-daunting challenges. The work requires insight, ingenuity, and commitment to the field. PROFILE We are looking for someone with a significant demonstrable background in Service Delivery who will act as a 'trusted advisor' and relationship manager for strategic customers, understanding their needs and issues and ensuring service is delivered to their expectations. You will have: Experience of Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve SLA's/KPI's and support growth together with the experience to reinforce best practice in Incident, Problem and Change Management Experience of managing, motivating and developing staff and contractors to ensure efficient and effective delivery whilst maintaining and developing customer relationships Knowledge to act as the escalation point for allocated customers whilst working closely with applications support, database administrators and software developers to ensure appropriate response and timely resolution to production incidents. Where appropriate, take a hands-on approach to incident resolution locally Management experience on operational costs and maintaining company financial controls ensuring contract profitability and ensuring that delivery against agreed operational procedures to ensure quality and consistency of Service Provision of monthly reports, analytics and execution of delivery meetings to customer requirements for contract monitoring Resource management to ensure consistent delivery Champion group culture with all staff, customers, partners and suppliers, to create and enhance awareness and appreciation of the Leidos brand Experience of managing and coordinating software releases and upgrades to live systems, including application upgrades, database upgrades, disaster recovery testing Successful candidates will be able to demonstrate the following experience and competencies: Minimum of 3 years' experience working in an IT Service Delivery management capacity Experience of supporting business critical enterprise solutions ITIL Foundation V3 qualified Degree/Management Qualification or equivalent experience Relevant experience in a similar role Experience of management of controls of budgets Excellent communication skills Experience of design and implementation of new service processes and Continual Service Improvement An understanding of the following would also be advantageous (but not essential): Application support SQL and Oracle databases MS Sharepoint Project Management (Prince 2) WHAT DO WE DO FOR YOU? At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance. We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes: Contributory Pension Scheme Private Medical Insurance 33 days Annual Leave (including public and privilege holidays) Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme) If you are interested in applying for this role please click the APPLY button below. Our company headquarters is located in Reston, Virginia. Outside of the United States, we operate in 30 countries around the world with more than 2,000 employees in global locations. Our largest concentrations are in Australia and the United Kingdom where we continue to expand our local footprint. 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