Sme Service Delivery Manager Lead

Leidos UK

Multiple Locations
$139,100.00 - $251,450.00 py
On-site
Itil4 processes and practices
Servicenow itsm, itom, sam/ham
Problem management and knowledge management
Leidos UK is seeking an experienced SME Service Delivery Manager Lead to enhance the delivery and adoption of enterprise data and analytics products within the Department of Defense. The role requires strategic leadership, operational management, and expertise in IT service management, particularly with ServiceNow and ITIL4 processes

Job Summary

  • Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel, fostering a culture of continuous improvement and customer-centric service.
  • Lead the strategy for leveraging and enhancing ServiceNow functionality, with a focus on ITSM, ITOM, and SAM/HAM modules.
  • Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics, customer experience, and AQL/SLA targets.

Matching Summary

Match Score: 85

Leidos UK is seeking an experienced SME Service Delivery Manager Lead to enhance the delivery and adoption of enterprise data and analytics products within the Department of Defense. The role requires strategic leadership, operational management, and expertise in IT service management, particularly with ServiceNow and ITIL4 processes.

Salary

$139,100.00 - $251,450.00

Skills & Requirements

Must-have

  • ITIL4 processes and practices
  • ServiceNow ITSM, ITOM, SAM/HAM
  • Problem Management and Knowledge Management
  • Service Level Agreements (SLAs)
  • mission impact and Service Level Agreements (SLAs)
  • enterprise data and analytics products

Nice-to-have

  • mission impact
  • complex stakeholder environments
  • national security outcomes
  • continuous improvement
  • customer-centric service

Key Requirements

  • Active Top Secret (TS) clearance with SCI eligibility
  • Bachelor’s degree and 15+ years of experience OR Master’s degree and 13+ years of experience
  • ITIL 4 Foundation Certification or higher
  • 4+ years hands-on ServiceNow ITSM ticketing system experience
  • Information Assurance Technician (IAT) Level II certification

Work Rights

Active Top Secret (TS) clearance with SCI eligibility

Tailored Resume

Cover Letter