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Job Details

Senior Service Delivery Manager

Customer Service

Assistant Manager


Mobile, United Kingdom


Job Description:

Service Delivery Manager

Salary - potential to increase with truly exceptional performance at assessment


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?


The Service Management Capability has been created to provide consistent & efficient Service Design, Service Architecture, Service Transition and Operational Service Delivery to Leidos customers. The Service Delivery Management function provides a focal management interface into our customers and Portfolio Management teams for all services delivered by the Leidos delivery teams. Service Delivery Management coordinates continuous service improvement activities across all virtual delivery teams.

The Service Delivery Manager (SDM) manages overall delivery commitments to the customer acts as the single point of end-to-end service delivery accountability within each account.

The SDM drives the Leidos delivery teams to deliver high value, cost effectively while maximizing use of a standard Leidos product set and compliant with ITIL processes. The SDM orchestrates the multiple service management capabilities in an integrated operation. The SDM is a direct client contact position responsible for delivery of all in-scope contracted services across all involved service delivery towers, ensuring that performance goals are met.

The SDM is the principal contact for all service operational and tactical issues for the client and Leidos delivery organizations. The SDM develops and nurtures an excellent client relationship at the executive level supporting the Programme Manager and supporting on contract growth opportunities.



  • Manages overall delivery commitments to the customer

  • Work in strong partnership with client senior stakeholders to drive continuous improvement

  • Working as part of a multi-disciplined and multi-organisation team; able to use your own team, 3rd party contractors, and, the support of peer organisations, to get the best results for your customer

  • Involvement in transitioning new services from Projects to Business as Usual (BAU) through formal Service Transition processes

  • On-going requirement to maintain service documentation/procedures/work instructions and ensuring that customer reports are accurate and sent on time whilst managing customer expectations

    • Develop and present monthly service reporting

    • Work to the applicable industry best practice framework (ITIL)

    • Responsible for customer satisfaction, cost, schedule and service deliverables

  • demonstrating knowledge of customers strategy, objectives and critical success factors

  • Creation of an annual cost budget that covers the contracted scope of services

  • Managing to a cost budget,

    • Ensuring accurate labour tracking

    • Tracking of 3rd Party Costs

  • Experience of forecasting service costs on a monthly basis to ensure accurate financials

  • Running a Risks & Opportunities tracker against the cost base to ensure achievement or improvement of budgeted cost base.

  • Responsible for Profit and Loss(P&L) for the service elements of the customer contract

  • Managing to agreed Revenue and Costs budget

  • Responsible for forecasting the service P&L


  • Significant experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels

  • Experience and knowledge of financial management and cost centre control

  • Experience of developing SLAs and operational procedures in a commercial environment

  • Experience of driving through service improvement activities

  • Understanding of how technology, process, tools and people combine together to provide effective customer focused solutions

  • Good strategic planning and organisational skills

  • Experience of supporting new business development activities and creating value propositions around our service portfolio

  • Must be able to work under pressure and to deadlines; with a flexible and pragmatic approach

  • Evidence of in-depth understanding of formal Service Management frameworks ideally with Expert level certification.

  • Excellent leadership and people management skills - Good team builder and leader

  • Experience of working in a matrix management environment

  • Excellent written and verbal communication skills including presenting

  • Experienced at interfacing/presenting to director level

  • Client relationship management - Build effective relationships with client team

  • Ability to build an environment of growth and innovation

  • Ability to grasp complex technical information quickly, assimilate and explain to non-technical audiences

  • Understanding of DevOps function and agile development methodologies - Hands on delivery experience to work with distributed teams in an agile environment

  • Experience in reporting and analysing data to identify trends

  • Experience of dealing and managing with 3rd Party Suppliers

  • Providing input to the pre-sales process to facilitate submission of high-quality, achievable proposals

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

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.