Strategic IT Service Delivery Lead — ServiceNow & CMDB

Leidos; Capitol Heights (MD); On-site; USD 95,000 - 130,000; Full time

Job summary

Leidos is seeking an Information Technology Service Delivery Manager to support the AFNCR IT Services program across Joint Base Andrews, Joint Base Anacostia-Bolling, the Pentagon, and surrounding DC area. The role focuses on developing, maintaining, and improving IT services, processes, and the AFNCR Service Catalog while driving continuous process improvement.

The candidate will collaborate with Government staff and Contracting Officers to ensure performance, manage data analysis, and support

Responsibilities

• Assist the Service Delivery Team through internal assessments to ensure compliance with contract SLAs, performance standards, and deliverables.
• Provide data analysis (ETL, reporting, and querying) of performance data and metrics.
• Develop data-driven performance metric and ticket execution briefs for contract and Government stakeholders.
• Develop and implement the PMP for delivering and maintaining quality IT services.
• Support performance management reviews with the Program Manager and Government Contracting Officer Representatives.
• Support the Field Operations program office by developing and maintaining standard processes and performance frameworks for AFNCR sites, including desktop support, routine requirements, personal wireless communication services, managed print services, and other IT service areas.
• Ensure underlying processes for service execution, fulfillment, and delivery operate effectively and efficiently.
• Analyze internal work-center processes and identify opportunities for continuous process improvement to meet stakeholder mission requirements.
• Collaborate across the program in support of an overarching quality management function across teams and work centers.
• Assist the Chief of Operations by providing onsite support and consultation to work centers requiring assistance with process improvement and remediation of performance deficiencies.
• Assist the Problem Management team in identifying negative service trends and developing corrective solutions.
• Assist in the development of strategic communications regarding changes to IT services and the Service Catalog.
• Assist the UX Manager and Government staff in building, maintaining, and updating the AFNCR ITS Service Catalog.
• Assist the 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 service delivery, operational efficiency, and customer experience.
• Analyze service request templates, ticket queue routing, Remedy and ServiceNow processes, and monitoring tools for continuous improvement, efficiency, and effectiveness.
• Develop new and modify existing ITSM service request templates in collaboration with Remedy and ServiceNow administrators and development teams.
• Support ServiceNow migration activities, including requirements analysis, process mapping, data migration, testing, validation, and transition of services from legacy ITSM platforms such as BMC Remedy.
• Support the development, configuration, and sustainment of the ServiceNow Configuration Management Database (CMDB), including identification of configuration items, data relationships, data quality requirements, and integration with IT service management processes.
• Analyze CMDB data for completeness, accuracy, and consistency and assist with establishing processes to improve configuration data quality and lifecycle management.
• Engage customers and stakeholders to ensure catalog items meet mission requirements and recommend changes as required.
• Support development and sustainment of the AFNCR customer-facing electronic Service Catalog.
• Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective, intuitive, and user-friendly.
• Collaborate with teammates to develop, modify, and update Service Catalog items.
• Develop and execute Service Catalog training, ensuring customers are familiar with available services and can efficiently submit requests, track status, and provide feedback.
• Develop and execute Service Fulfillment training, ensuring AFNCR ITS technicians are familiar with catalog offerings and understand how to receive, document, execute, a

Job description

Leidos is seeking an Information Technology Service Delivery Manager to support the AFNCR IT Services program across Joint Base Andrews, Joint Base Anacostia-Bolling, the Pentagon, and surrounding DC area. The role focuses on developing, maintaining, and improving IT services, processes, and the AFNCR Service Catalog while driving continuous process improvement.

The candidate will collaborate with Government staff and Contracting Officers to ensure performance, manage data analysis, and support