Deputy Operations Service Delivery Manager (SDM)

Leidos; Illinois; On-site; USD 92,000 - 167,000; Full time

Job summary

Leidos seeks an experienced Operations Deputy Service Delivery Manager to lead 24x7 DISA program operations at Scott Air Force Base, IL. You will supervise a dispersed team, manage SLAs, and drive improvements across the DISN services to ensure mission readiness.

The role requires DoD security clearance, ITIL knowledge, and strong leadership in a fast-paced environment. Travel may be needed to support engagements with government customers.

Qualifications

• Experience leading mission-critical, 24x7 NOC or enterprise network operations.
• Proven ability to manage geographically dispersed technical teams.
• Experience directing contractor personnel and ensuring contractual performance.
• Strong knowledge of incident, problem and change management with ITIL practices.
• Working knowledge of BGP, OSPF, DHCP, DNS, TCP/IP, WAN, VPN, VLAN, VRF.
• Experience recruiting, mentoring, and retaining technical staff.
• Excellent communication with senior leadership and government customers.
• Self-motivated, results-driven leader in fast-paced environments.
• Active DoD Secret clearance with eligibility for TS/SCI.

Responsibilities

• Support SDM in planning, coordinating, and executing operations to meet objectives.
• Oversee daily NOC operations and technical personnel to ensure readiness.
• Manage recruitment, staffing, performance evaluations, and development.
• Monitor SLAs and contractual requirements; implement corrective actions.
• Support budget, resource allocation, and schedule management.
• Identify risks, resolve issues, and lead corrective action plans.
• Engage Government customers and stakeholders to align priorities.
• Provide performance reports and actionable recommendations to leadership.
• Drive automation and process improvements for efficiency.

Skills

NOC leadership

Team management

Contract management

IT service management

Network architectures

Workforce development

Communication with leadership

Problem solving

Education

BA/BS or equivalent

MS (optional)

Tools

ServiceNow

ITIL

DoD 8570 IAT II

Job description

Are you ready to make a difference and lead operations that directly support our nation's defense?

Leidos, a Fortune 500 leader in technology, engineering, science, and mission-focused solutions, is dedicated to solving the world's most complex challenges across the defense, intelligence, civil, and health markets.

We are seeking a highly motivated and experienced Operations Deputy Service Delivery Manager to join our team onsite at Scott Air Force Base, Illinois, supporting the Defense Information Systems Agency (DISA). DISA delivers critical Defense Information Systems Network (DISN) services to the Department of War (DoW) and national security organizations worldwide.

Our geographically dispersed operations team of more than 240 professionals provides 24x7x365 mission-critical support, ensuring the availability, reliability, and operational resilience of DISN services through proactive network monitoring, incident management, service restoration, and infrastructure sustainment.

As the Deputy Operations Service Delivery Manager, you will serve as a key leader on a high-visibility, mission-critical DISA program, helping direct operational execution, optimize workforce performance, strengthen customer relationships, and drive innovation and continuous improvement. You will play an instrumental role in shaping operational strategy, ensuring contractual performance, and delivering measurable mission outcomes across a complex, globally distributed network environment.

Primary Responsibilities

• Program Execution: Support the SDM in planning, coordinating, and executing operations to meet mission objectives and contractual requirements.
• Operational Leadership: Oversee daily NOC operations, functional leaders, and technical personnel to ensure mission readiness and operational excellence.
• Personnel Management: Manage recruitment, staffing, training, performance evaluations, employee development, recognition, compensation recommendations, and disciplinary actions.
• Contract Performance: Monitor SLAs, performance metrics, and contractual requirements; implement corrective actions to address deficiencies.
• Financial Management: Support budget execution, resource allocation, staffing forecasts, and schedule management to meet program objectives.
• Risk and Issue Management: Identify, assess, and mitigate operational risks, resolve complex issues, and execute corrective action plans.
• Customer Engagement: Collaborate with Government customers, subcontractors, and stakeholders to resolve challenges and achieve mission priorities.
• Reporting and Accountability: Provide operational updates, performance reports, and actionable recommendations to program leadership and Government stakeholders.
• Operational Coordination: Manage multiple concurrent activities, establish priorities, and ensure timely execution of operational action plans.
• Innovation and Process Improvement: Drive automation, enterprise monitoring enhancements, process standardization, and cost-saving initiatives to improve NOC efficiency and mission performance.
• Travel: Occasional travel may be required to support operational and customer engagements.

Required qualifications

• Network Operations Leadership: Proven experience managing mission-critical, 24x7 NOC or enterprise network operations.
• Team Management: Demonstrated success leading large, geographically dispersed technical teams, driving accountability and operational performance.
• Contract Management: Experience directing contractor personnel, managing technical activities, and ensuring compliance with contractual performance requirements.
• IT Service Management: Strong knowledge of incident, problem, and trouble management, service restoration, continuity of operations, and ITIL best practices.
• Technical Expertise: Working knowledge of enterprise network architectures and protocols, including BGP, OSPF, DHCP, DNS, TCP/IP, WAN, VPN, VLAN, and VRF.
• Workforce Development: Experience recruiting, training, mentoring, and retaining high-performing technical personnel.
• Communication and Customer Engagement: Excellent communication, presentation, and interpersonal skills, with demonstrated success engaging senior leadership and Government customers.
• Problem-Solving and Decision-Making: Ability to independently assess operational challenges, prioritize competing demands, mitigate risks, and implement effective solutions.
• Leadership and Initiative: Self-motivated, results-driven leader capable of operating independently in a fast-paced, mission-critical environment.
• Security Clearance: Active DoD Secret clearance with eligibility for TS/SCI.
• Education and Experience: BA/BS or equivalent experience with 5+ years of relevant experience, or MS with 3+ years of relevant experience.

Desired Qualifications

• Experience working with ServiceNow
• ITIL certification
• DoD 8570 certification at IAT level II, Security+ CE

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Pay Range

Pay Range $92,300.00 - $166,850.00

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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

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 at www.leidos.com/careers/pay-benefits.