SME Service Delivery Manager Lead
LeidosAlexandria, Virginia, United States • Gaithersburg, Maryland, United States
Posted April 9, 2026
139100 - 251450 USD
Full Time
About the Company
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 48,000 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. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead, visit careers.leidos.com for our latest opportunities.
Job Description
This job posting is for an SME Service Delivery Manager Lead role at Leidos, a company that delivers mission-critical capabilities to the Department of War. The job requires leadership and management experience, as well as expertise in ITIL4 processes and ServiceNow functionality. The successful candidate will work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies.
Requirements
- Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel
- Act as a primary change agent, driving the adoption and optimization of ITIL4 processes and practices within the team
- Attend customer meetings to present the status of IT operations, report on key performance indicators (KPIs), and align service delivery with mission objectives
- Lead the strategy for leveraging and enhancing ServiceNow functionality
- Develop and mature the Problem Management and Knowledge Management processes to reduce incidents and improve resolution efficiency
- Oversee task tracking and reporting using the ITSM system
- Collaborate with various departments to gather information and ensure documentation (SOPs, TTPs, and how-to guides) accurately reflects current and future-state processes
- Facilitate team meetings, including weekly operations reviews, performance analysis, and training sessions to build team capabilities
- Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics, customer experience, and AQL/SLA targets
Benefits
- Medical, Dental, and Vision Insurance
- Retirement Savings Plan
- Paid Time Off
- Holidays
- Life Insurance
- Flexible Work Arrangements