Service and Operations Lead

Description

Service and Operations Lead

Leidos UK is seeking an enthusiastic and motivated Service Delivery Manager to join our growing team of specialists in delivering high quality services to our government and commercial customers. We love to work with people who have a passion for Service Delivery: optimising and continuously improving services for our customers.

You will be self-motivated and be able to work autonomously while leading a small team of specialists and experts but be comfortable with asking for support to achieve your goals and continuing to train and develop yourself concurrently.

Are you ready for your next challenge?

You will be happy to shoulder responsibility for delivery of service performance and availability in a strongly customer facing role, involving constant and collaborative interaction with a diverse customer community.

The role sits within a multi-organisational team structure, so you must be an effective communicator, comfortable directly engaging with customers and colleagues. You must also demonstrate an analytical and systematic approach to technical challenges. We operate a high paced and exciting collaborative working environment where the work you do is customer facing and has demonstrable real-world impact. As such we value our staff highly and are committed to training, career development and providing opportunities to progress.

As the Service and Operations Lead, you will report directly to the Ecosystem Manager, and work closely with the senior managers from across Leidos and our partner organisations. You will be responsible for the day to day tactical and team management of the Service team, often remotely, including continuous improvement work. The work is highly collaborative across Leidos, our partners and customer staff: We aim for a partnership approach through open and transparent communication, which is a core skill for this role.

The role is highly flexible in terms of working location, with working from home (or remotely) possible with occasional visits to our core Defence site and our customer site as required. There may also be a limited requirement to provide out of hours on call support. You will have excellent organisation, communication, and leadership skills as well as:

• Experience of managing flexible service delivery organisations. 

• Worked within ITIL based framework, with experience of:

  • Incident Management

  • Problem Management

  • Change Management

  • Release Management

  • Continuous Improvement

• Experience of monitoring service against agreed service levels

• Service Level Management skills

• Experience in reporting and analysing data to see trends

Your Role and Responsibilities;

• Managing the tactical day to day running of a complex and operationally key Service team.

• Effectively leading, line managing and motivating the on-site and remote teams to ensure a culture of focus, delivery and professionalism within which each member understands their role, responsibilities and is enthused to deliver their best work.

• Work package management and governance;

  • Reporting

  • Resource profiling

  • Forecasting

• Own, manage and maintain the Service Continuity Plan

  • Chair BCWG

  • Issue RoADS

  • Review and update SCP at required intervals

Who We Are:
Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.
https://www.leidos.com/company/global/uk-europe (add link to ‘Leidos UK & EUROPE’ text)

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
•    Contributory Pension Scheme
•    Private Medical Insurance
•    33 days Annual Leave (including public and privilege holidays)
•    Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
•    Dynamic Working  
https://www.leidos.com/sites/g/files/zoouby166/files/2019-11/PDF-Dynamic-Working-Leidos-UK.pdf (add link to ‘Dynamic Working’ text)

Commitment to Diversity:
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture.  We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.  If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
•    Contributory Pension Scheme
•    Private Medical Insurance
•    33 days Annual Leave (including public and privilege holidays)
•    Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

•    Dynamic Working 

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture.  We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.  If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world.  You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team.  We have been empowering our people to work flexibly for years.  Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.          

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.
 

Original Posting Date:

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:

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 personal 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.