Digital Service Manager for AFNCR IT Services

2 weeks ago


Goshen, Indiana, United States Leidos Full time

About the Role

We are seeking an experienced Digital Service Manager to join our team at Leidos, supporting the Air Force National Capital Region (AFNCR) Information Technology Services program.

Key Responsibilities:

  • Supervise and manage teams responsible for Knowledge Management, Customer Relations, and Service Delivery Management.
  • Act as Deputy for Strategic Operations, assisting with Solutions Management, Problem Management, and AFIN engagement.
  • Direct Mission Stakeholder outreach program, collecting senior leader perspectives on service quality and gaps.
  • Develop and review strategic communications impacting new, changing, or degraded services.
  • Oversee the AFNCR's Information Technology In- / Out-processing program.
  • Lead special projects aiming at enhancing or improving service delivery and customer experience.
  • Lead 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.
  • Evaluate underlying processes for service execution, fulfillment, and delivery to ensure effectiveness and efficiency.
  • Engage customers to guarantee catalog items provide desired effects and baseline offerings meet business operations needs.
  • Oversee development and sustainment of the AFNCR customer-facing, electronic Service Catalog.
  • Collaborate with stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.
  • Assist senior leaders in developing business analytics reports.
  • Direct the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.
  • Lead teams operating, maintaining, and sustaining the AFNCR's knowledge base.
  • Lead a contract team, augmenting the Government staff, in building and updating the AFNCR ITS Catalog.

Requirements:

  • A bachelor's degree with 12+ years of experience; or a master's degree with 10+ years of experience. Additional years of experience may be used in lieu of degree.
  • Possess a current DoD Secret clearance.
  • Requires a minimum of eight years of experience supervising and managing IT professionals within a DoD environment.
  • Prior experience working in the National Capital Region and familiarity with the Headquarters Air Force staff organization.

Salary: $134,550.00 - $243,225.00 per year, depending on qualifications and experience.



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