Service Delivery Lead

$68,900 - $124,550/Yr

Leidos - Houston, TX

Full-time - Mid Level

Houston, TX

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Service Delivery Lead (SDL) at Johnson Space Center (JSC) is responsible for overseeing the planning, organization, and management of resources to achieve specific program goals and objectives. This role involves ensuring that all functions operate within defined scope, time, and budget constraints while providing technical assistance to NASA personnel and managing a team of technicians to meet IT service level agreements.

Responsibilities

• Lead a team of technicians to successfully meet end user IT service level agreements.
• Provide responsive and efficient technical assistance to NASA personnel, ensuring smooth operation of personal computing devices, software applications, and peripherals.
• Interact daily with subcontractors performing end user laptop, desktop, and mobile services.
• Escalate center issues to the Enterprise Senior Manager - Service Delivery Operations regarding service issues/questions.
• Review tickets in ServiceNow to ensure service is delivered within the agreed upon SLA time frames.
• Interact with the Enterprise Senior Manager - Service Delivery Operations and COM to escalate customer/performance/staffing issues.
• Work closely with program Service Delivery, Logistics, Operations, Procurement, and Finance teams to ensure end-to-end fulfillment of the product line.
• Collaborate with company and customer stakeholders to define and proactively shape device hardware requirements.
• Co-develop integrated hardware/software solutions with program engineering and operations teams to keep the end user compute product line at the forefront of industry technology.
• Ensure timely updates to customer deliverable documents and communications artifacts, including technology refresh plans, product and service catalog content, and configuration documentation.
• Identify opportunities to improve the day-to-day compute and mobility service delivery operations through continual service improvement.

Requirements

• Experience leading a team of 10-15 employees producing green metrics.
• Strong work ethic and commitment to achieving NEST goals.
• Ability to obtain a Public Trust Clearance.
• Proficient in ServiceNow.
• Proven written and oral communication skills.
• Experience working effectively within a group to deliver IT services.
• Experience interacting with senior level managers and customers.
• Ability to work in a fast-paced environment with competing priorities.

Nice-to-haves

• NASA IT Experience
• Project Management Experience or Certification (PMP, Scrum, ITIL, or Six Sigma Blackbelt)
• Bachelor's degree and 4-8 years of prior relevant experience or equivalent years of experience.