Job was saved successfully.
Job was removed from Saved Jobs.

Job Details

Service Delivery Manager ( R-00088403 )

Customer Service

Assistant Manager



Glasgow, Glasgow, United Kingdom


Job Description:

Service Delivery Manager

Level / Experience: P4


At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams in the UK to address some of the most complex problems in defence, government, safety and security, and transportation. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Are you ready for your next career challenge?

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. 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 Delivery Manager, 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 Operations 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. ITIL V4 knowledge and experience is essential.

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.

  • Experience of managing teams of up to 20 highly qualified technical staff

  • 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

  • ITILv4 delivery knowledge and experience

You will be responsible for:

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

  • Identifying and managing problems, risks, and issues to meet our customers’ expectations and ensure Leidos’ reputation as an organisation which delivers for its customers.

  • Demonstrating a professional and proactive approach in customer communications in order to build strong relationships with a wide group of key customers.

  • Leading by example in demonstrating a collaborative and transparent partnering approach with the customer group in support of Leidos’ long term goals and principles.

  • Effectively leading, 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.

  • Participating in sector resourcing through recruitment and resource management activity to help maintain a balanced and flexible resource pool.

  • Provide support to the operational and strategic management of this area of Leidos business including SME support to proposals for future work to benefit the customer.

To be successful and work with our clients you will need to be willing to undergo security clearance.

What do 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.

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.