Enterprise Customer Services Lead

Leidos is seeking an Enterprise Customer Services Lead to support large-scale migration and operations on a large, high-profile DOD contract.

The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

This role will be a dynamic mix of daily operations planning and execution, coupled with leadership responsibility for multiple subordinate functional area managers and a full operations team.

Functional areas include network infrastructure, data center compute and storage (both on premise and cloud), end user support services, infrastructure lifecycle refresh, project management, and testing support.

The position will report directly to the DTRA TO Program Manager.

Primary Responsibilities :

Provide IT Operations leadership and guidance for all contractor personnel assigned to DTRA I3TS related Operations and Sustainment tasks including assigning tasks to contractor personnel, supervising on-going technical efforts, and managing the Task Order performance.

Utilize expert communication skills needed to direct the skilled technical resources and report on the technical progress, issues, and problem areas, as well as write and review technical documents

The position is responsible for the quality and efficiency of the Operations and Sustainment of DTRA’s Network performance and growth, to include both technical issues and businesses processes.

Report all significant technical challenges, problems, issues, as soon as they are discovered to Leidos and customer management, as appropriate

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.

Leads, directs, and reviews 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.

Basic Qualifications :

• 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 (e.g., CompTIA, Cloud Security Alliance, Microsoft, BMC Remedy, VMware, Amazon Web Services, VMWare, CISCO, Juniper, Linux, etc.
• 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, will be a critical skill necessary for the success in this position.
• 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.

Original Posting Date :

2024-09-25

While 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 $108,550.00 - $196,225.00

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.