Service Delivery Director, Repeatable Offerings

Description

Leidos has an opportunity within the newly created Digital Modernization Practice Area, leading Service Delivery Management for the Repeatable Offerings (RO) organization. The RO organization is the delivery arm of the Digital Modernization sector's Repeatable Offerings, delivering differentiated capabilities and managed services across the sector and the larger Leidos corporation. RO Service Delivery Management is the key to successful delivery of ROs, and is the primary point of contact for consuming internal Leidos programs, as well as their external customers, and will work closely with RO Service Operations, the team responsible for all IT operations, engineering, security, and software development of the RO organization, to ensure successful delivery and customer satisfaction. We're seeking qualified candidates for the position of Director of Service Delivery, a customer-focused position that will exert influence and direction over a team of more than 700 engineering, cybersecurity, and IT professionals in RO Service Operations to deliver transformational solutions and services across more than two dozen distinct customers.

• Oversee the end-to-end service delivery process, ensuring high-quality and efficient operations to meet customer and business objectives for the delivery organization and respective customers, taking responsibility for the successful delivery of more than $130M of total value annually.
• Interact with and manage internal and external customers, in partnership with the RO Engagement and Service Operations team, to ensure successful delivery to all customers, aligning capabilities to program requirements and developing cost and schedule data to support proposals and offering delivery.
• Provide matrixed leadership to the team responsible for IT operations, service management, and customer support, driving operational excellence and continuous improvement.
• Develop and implement service strategies, policies, and best practices to optimize delivery performance and enhance customer satisfaction.
• Monitor and analyze key performance indicators (KPIs) and service-level agreements (SLAs) to drive efficiency and accountability.
• Implement Memorandums of Understanding (MOUs) and fixed price (FP) allocations of cost for Repeatable Offerings between the RO organization and consuming customers, and drive alignment and adherence to those MOUs and pricing during Service Delivery.
• Identify and assist with the implementation of automation and process improvement initiatives to enhance service quality and reduce operational inefficiencies.
• Analyze performance metrics, customer feedback, and emerging technologies to drive operational improvements and competitive advantage.
• Establish and maintain strong customer relationships, acting as a key point of contact for escalations and strategic service discussions.
• Ensure compliance with industry standards, security policies, and regulatory requirements in service delivery.
• Lead, mentor, and develop service delivery teams, fostering a culture of innovation, collaboration, and professional growth.
• Support the intake additional offerings from multiple sources, working with the RO Packaging team and RO Service Operations to support the deployment, operations, and maintenance of offerings post transition.
• Hire and build highly effective Service Delivery Management teams aligned to both our existing customer requirements and contracts, as well as aligned to incoming Repeatable Offerings, with a focus on developing and coaching employees to perform at their best.
• Support the development of internal processes based on ITIL, DevSecOps, and Agile principles for the successful delivery of multiple Repeatable Offerings across multiple customers from a cross-functional Service Operations team, improving service reliability and performance.
• Navigate and resolve complex, multilayered problems successfully through teamwork and effective collaboration, utilizing sound logic and analysis skills to effectively communicate with respective stakeholders.
• Manage budgets, resource allocation, and cost controls to maximize operational efficiency while ensuring high-quality service delivery, and conducting financial trade-offs to balance cost, performance, and risk in service delivery and operations.
• Raise issues proactively with experience briefing issues and solutions to senior leadership and to the customer. Experience identifying risks well in advance with ability to present options to mitigate.
• Establish and communicate goals for the team, track progress and review team's performance constructively to coach continuous improvement. Mentor, coach, and develop leaders and employees, fostering a culture of technical excellence, innovation, and continuous learning.
• Collaborate effectively with other organizations within the Digital Modernization Sector and the Repeatable Offerings organization, including the RO Chief Engineer and the RO Service Operations, Packaging and Engagement, and Business Management teams, as well as with internal customers (other Leidos Business Areas and Sectors) and external customers, to align Service Delivery objectives with engineering and IT operations and with organizational objectives.

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field with 12 years of relevant experience, OR
• Master's degree in Engineering, Computer Science, Information Technology, or a related field with 8 years of relevant experience.
• Minimum of 7 years of experience supervising or leading teams in engineering, IT operations, security, and/or software development.
• Proven ability to conduct financial trade-off analysis to optimize service investments and operational efficiency.
• Strong expertise in IT service management (ITSM), cloud-based service operations, and enterprise service delivery frameworks.
• Experience in delivering digital modernization capabilities across multiple federal customers using a leveraged, matrixed team.
• Experience fielding and transitioning new capabilities, both aligned to the team's existing technology areas and from new technology areas, and growing, expanding, or upskilling the team to deliver, operate, and sustain those new capabilities.
• Strong understanding of IT infrastructure, cloud computing, networking, cybersecurity, and software development practices.
• Excellent problem-solving, decision-making, and strategic planning skills.
• Experience with customer relationship management, stakeholder engagement, and contract management
• Effective communication and stakeholder management skills, with the ability to collaborate across technical and business teams.
• Strong leadership and people management skills, with the ability to mentor and develop high-performing teams.
• Experience managing budgets, operational KPIs, and IT service performance metrics.
• Must have U.S. Citizenship.
• Must have an active Public Trust Clearance
• Must be able to obtain and maintain additional clearances, to include customer-specific Public Trust clearances, and DoD Secret or Top Secret clearances.

• Project/Team Management Certifications such as CAPM, PMP, CSM, PMI-ACP, PgMP.
• Experience with ITIL, Agile, and DevOps service delivery methodologies.
• Experience in delivering digital modernization capabilities across multiple commercial customers using a leveraged, matrixed team.
• Familiarity with cloud platforms (AWS, Azure, GCP) and Modern Service Delivery MSD) practices.
• Knowledge of cybersecurity frameworks, compliance standards (NIST, ISO 27001, SOC 2), and risk management.
• Expertise in ITIL, Agile, DevOps, and/or Lean methodologies for IT service management and engineering operations.
• Experience leading teams focused on automation, CI/CD pipelines, and infrastructure-as-code (IaC).
• Background in driving digital transformation initiatives and AI/ML-based automation in IT operations.