Job Details
Leidos
Service Delivery & Provisioning Lead
Description
Job Description:
As the trusted IT and network provider for more than 3 million government users, Leidos brings the domain experience and mission understanding to transform complex systems into modernized networks. We leverage innovations in technology and the creativity of our people to bring outstanding value to our customers. Leidos is the largest systems integrator and provider of IT services to the U.S. government, serving customers across all sectors. We bring decades of experience leading large-scale, secure government networks and mission-critical programs to bear. With recent new program wins for mission critical networks, our footprint in this market is growing, and so are opportunities to join our team.
Leidos is seeking a Service Delivery & Provisioning Lead as part of the leadership team on an outstanding Network Operations and technical support group for a large program supporting over 30,000 services with 4000+ locations on a safety-critical network solution for the U.S. Federal Government. This position has functional responsibilities from start-up to help develop the foundation for operations focusing on the Service Delivery & Provisioning team including building foundational group vision and supporting processes, collaborating with development resources, and testing and developing group requirements in order to build and lead a successful Delivery/Provisioning function within the Network Operations Center (NOC).
The Service Delivery & Provisioning team role is to provide an effective service assurance function for the client. Your team will be responsible for the effective delivery of services leveraging a suite of automation and management tools for a large MPLS based safety-critical network supplying telecommunications and other network connectivity services for a government customer, utilizing Software-Defined Wide Area Network (SD-WAN) capabilities. Role involves working with our partner transport provider with oversight of provisioning issues and problem resolution with internal team members and service provider partners whilst ensuring that best practice guidelines and approaches are adhered to at all times, and for communications with service recipients and stakeholders.
As the program progresses, this position will lead and direct efforts of the group to work seamlessly with both business project managers and engineers to efficiently deliver circuit and services for handover as well as supervising the delivery through to implementation. Projects will vary in scope, size, complexity, and involve potential prioritization shifts. In addition to the technical and business skills, this position also requires strong people skills and an individual who enjoys collaborating with internal and client stakeholders and the dynamic nature of such a leadership role. The projected start date for this position is February, 2022.
Responsibilities:
• Drive the creation of new Provisioning processes and procedures
• Develop, revise and update procedures throughout the lifecycle.
• Leveraging network automation tools and CRM platforms, configure network devices, services, and virtual network functions, as well as update management platforms and records.
• Collaborate with on-site installation resources and/or with customer on service activations aligning with client requirements and expectations.
• Ability to develop and maintain strong partnerships with network engineering and vendors that are passionate about ensuring all detailed requirements for service delivery are meet for each step in a project.
• Evaluate, troubleshoot and drive resolution of provisioning issues.
• Work with internal teams and partners as required in the implementation of the network.
• Prepare and submit status reports, and technical briefs, as required, to management and customers.
• Provide technical expertise at NOC meetings and Working Groups, as well as planning and scheduling meetings as required.
• When required, interface directly with customer and network providers on provisioning and scheduling efforts.
• Proactively manage the team’s training, professional development, performance management and evaluation.
• Advise and participate in recruiting and onboarding activities for new staff.
• Manages Service Delivery / Provisioning Staff and their performance.
Qualifications:
• Requires Bachelors of Science degree and a minimum of 8+ years of prior relevant experience in telephony or network related fields or Masters with 6+ years of prior relevant experience.
• Industry Certification(s): examples: CompTIA+, ITIL, JNCIA, JNCDA, JNCIS, JNCIP, CCNA, or CCNP.
• Ability to lead and motivate teams, act as a liaison for business management, network engineering, vendors, and occasional to frequent customer escalations or re-prioritizations.
• Provisioning oversight skills including planning and coordinating the complexities of circuit service delivery while regularly and effectively updating the customer and other stakeholders.
• Adept at anticipating a carrier next steps and proactively raising questions around possible risks to project timelines or goals.
• Project management skills and toolset familiarity such as Jira, Confluence, or MS-Project as well as proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external stakeholders.
• Experience with service provider order management portals from network providers such as ATT or Verizon.
• Team / resource / department management or other relevant supervisory experience
• Ability to guide integration projects with partners, carriers and customers.
• Ability to change priorities in a fast paced or escalated environment.
Desired Qualifications:
• Customer Experience Mindset - the ability to exceed expectations and deliver consistent performance and high levels of customer satisfaction.
• Familiarity with Network Equipment and Software Defined Networking (Routing, Switching), Load Balancing Experience and Knowledge, Experience with telecommunications troubleshooting (TDM/IP/Ethernet) and MPLS.
• Experience with Network Management, Performance, service desk, and Automation Platforms (examples: ServiceNow, Netscout, Splunk, Itential)
Clearance: You must have the ability to obtain a government Public Trust background investigation to support this role.
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