Enterprise Customer Services Lead

4 weeks ago

Fort Belvoir, United States Leidos Full time
Job Title:

Enterprise Customer Services Lead

Job Summary:

Leidos is seeking an experienced Enterprise Customer Services Lead to support large-scale migration and operations on a high-profile DOD contract. The successful candidate will provide IT operations leadership and guidance for all contractor personnel assigned to DTRA I3TS related Operations and Sustainment tasks.

Key Responsibilities:
  • Provide IT operations leadership and guidance for all contractor personnel assigned to DTRA I3TS related Operations and Sustainment tasks.
  • Utilize expert communication skills to direct the skilled technical resources and report on the technical progress, issues, and problem areas.
  • Manage the quality and efficiency of the Operations and Sustainment of DTRA's Network performance and growth.
  • Report all significant technical challenges, problems, issues, as soon as they are discovered to Leidos and customer management.
  • Determine, monitor, and review all project economics to include costs, operational budgets, staffing requirements, resources, and risk.
  • Oversee the management of IT operations, tools, and the underlying infrastructure for Tier 1 & Tier 2.
  • Identify and assemble the appropriate blend of resources to meet project needs and requirements.
  • Lead, direct, and review the work of sub-contractors supporting operations.
  • Undertake status review meetings among project team members and clients.
  • Work with management on project proposals, bids, contracts, estimates, and schedules.
  • Proactively influence customers to apply project planning methodologies.
  • Control project requirements, scope, and change management issues.
  • Establish appropriate metrics for measuring key project criteria.
  • Work with internal and external groups potentially on multiple simultaneous projects.
  • Identify and mitigate project risks throughout the life of the project.
  • Effectively communicate and manage expectations of internal and external stakeholders.
  • Provide status reporting regarding project milestones, deliverables, dependencies, risks, and issues.
  • Monitor, track, and control outcomes to resolve issues, conflicts, dependencies, and critical path deliverables.
  • Develop trusted adviser relationships with project and program stakeholders and sponsors.
  • Coach and advise team members to accomplish project goals, to meet established schedules, and resolve technical or operational issues.
Requirements:
  • BA/BS or equivalent experience and 12+ years of prior relevant experience or Masters' with 10+ years of prior relevant experience.
  • Experience leading customer services similar in scope to this TO for NIPRNet, SIPRNet, and JWICS environments.
  • Experience leading and delivering IT services for DoD or IC organizations that support CONUS and OCONUS customers or mission partners.
  • Experience providing executive-level technical briefings and presentations to senior Government personnel.
  • IT Infrastructure Library (ITIL) Version 4 Foundation and one or more ITIL Practice Manager, Managing Professional, or Strategic Leader certifications towards ITIL mastery.
  • One or more DoD 8140.01 certifications related to performance on this TO.
  • One technical or management certification related to the services provided within this TO.
  • Teamwork-oriented with a strong focus on customer satisfaction.
  • 5+ years of progressively responsible experience managing and/or executing the planning, provisioning, and delivery of IT projects.
  • Familiarization with IT Service Management methodologies and tools.
  • The ability to clearly articulate technical messages for a variety of audiences at a high-level, both through written and verbal means.
  • Ability to think strategically, solve problems effectively, and tenaciously follow-through to ensure client success.
  • Experience working with clients at all organizational levels with a high degree of professionalism and business acumen.
  • Excellent written and oral communication skills are required with a demonstrated ability to work with cross-functional teams.
  • Candidate must be highly motivated, proactive, organized, and have the ability to manage concurrent projects and interface with external clients in a fast-paced environment with a high level of accuracy.
  • Candidate must possess excellent leadership, organization, communication, and time management skills.
Preferred Qualifications:
  • Active PMP certification or equivalent experience.

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