Description
Leidos is looking for a Customer Performance Manager (IPM). The Customer Performance Manager (IPM) is responsible for the effective implementation of the incident management process and ensures the resolution and remediation of any end-user facing outages.
The IPM will be the point of contact for reporting on and communicating the status of outages and incidents and will interact directly with other service providers to analyze and correct issues and incidents.
The IPM is responsible for the end-to-end management of all end-user facing problems and incidents and ensuring successful escalation and remediation of problems and incidents.
Basic Qualifications :
- ITIL 4 managing professional certification
- Prior managed service environment experience
- CX experience, including certification (CX accelerator)
- 5 to 8 years of CX experience
- KM experience
- ServiceNow tool experience
- Reporting and analysis experience
- SLA and OLA management experience
- Bachelor's degree in a technical background and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.
- 2+ years of experience supervising or leading teams or projects.
- Must be able to obtain a Public Trust Clearance
Original Posting Date : 2024-06-20While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range : Pay Range $87,100.00 - $157,450.00
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 a Fortune 500® innovation company rapidly addressing the world's most vexing challenges in national security and health.
The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries.
Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.
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 here .
Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.
e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work).
Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.
g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other person a l information (e.
g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at email protected .
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .
Commitment to Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.
Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
Construction Manager-Full Performance - Security Clearance Required
Construction Manager-FP conducts construction inspections to ensure conformance to design specifications and building codes and generating reports. The Construction Manager-FP verifies completion of corrections and actions identified and attends project meetings. The Construction Manager-FP manages ...
IT Performance Manager, Lead - Security Clearance Required
The IT Performance Manager is responsible for establishing and maintaining IT operating process standards to manage performance against Service Level Requirements. This role includes tracking performance metrics across all aspects of IT and Cyber support services for a Federal customer, gathering an...
Project Task Manager/Senior Management Analyst
Support federal IT Project Managers directly on specific IT implementation projects, including PMO activities monitoring performance, tracking/reporting trends, analyzing issues, and advising on corrective action plans regarding overall schedule, scope, and cost. Perform IT initiatives performance a...
Business Performance Senior Manager, Results Delivery Office
Business Performance Senior Manager, Results Delivery Office. We are looking for a Business Performance Senior Manager to join our team of leaders and liaisons, working on these high priority initiatives that drive value through simplification of Amgens largest, cross-functional, end-to-end processe...
Performance Manager
Leidos is looking for a Customer Performance Manager (IPM). The Customer Performance Manager (IPM) is responsible for the effective implementation of the incident management process and ensures the resolution and remediation of any end-user facing outages. ...
IT Performance Manager, Lead
The IT Performance Manager is responsible for establishing and maintaining IT operating process standards to manage performance against Service Level Requirements (SLRs). This role includes tracking performance metrics across all aspects of IT and Cyber support services for a Federal customer, gathe...
IT Performance Manager, Lead
The IT Performance Manager is responsible for establishing and maintaining IT operating process standards to manage performance against Service Level Requirements (SLRs). This role includes tracking performance metrics across all aspects of IT and Cyber support services for a Federal customer, gathe...
Manager, Application Performance Management
The Manager of Staff Scheduling manages a cross-functional staffing department, supporting clinical staff scheduling for our inpatient and residential programs. The Manager of Staff Scheduling, in collaboration with operational leadership, identifies and evaluates staffing strategies, maximizing bus...
Line Performance Manager
Reports directly to the Production Manager and has supervisory responsibilities for direct reports, both salary and hourly employees. Foster a high-performance team environment through engagement, buy-in and contribution by: · Models company Vision, Mission and Values and ensure employee’s model the...
Manager, Planning and Performance Management
The Manager of Staff Scheduling manages a cross-functional staffing department, supporting clinical staff scheduling for our inpatient and residential programs. The Manager of Staff Scheduling, in collaboration with operational leadership, identifies and evaluates staffing strategies, maximizing bus...