Description

Ranked first in Government IT and systems integration, Leidos brings decades of experience leading large-scale mission-critical network IT programs. We're looking for innovators and forward-thinkers to help us do great things.

Leidos is seeking qualified candidates to join our Defense Enclave Services team, who will support an extensive digital modernization program critical to DISA and Fourth Estate Agencies.

We offer competitive compensation, retirement and paid leave packages, health and wellness programs, career development trainings and certifications, income protection, employee stock purchase plans, and family benefits.

Job Description:

The DES mission includes service delivery for a diverse set of stakeholders who rely on Leidos to provide the platforms and service features to allow them to do their mission at a reduced cost. To accomplish this while tailoring service offerings to mission needs, Leidos plans to provide Mission Assurance Officers that will align their skills and capabilities to support mission partner requirements and outcomes.

The DES Mission Assurance Officer provides dedicated seamless customer/mission partner experience and support during service transition, migration, and sustainment, being attentive to customer feedback, grounded in data and analytics, and assisting in delivering customer engagement support during the lifecycle of DES. Authority to make immediate decisions for the mission partner to resolve any issues or elevate when appropriate. The MAO supports mission partners across the Defense Agency and Field Activities (DAFA) enterprise.

Primary Responsibilities:

• As part of the lifecycle of transition for the DAFA, understand and optimize the journey of the mission partners as they experience operational support of DES.

• Authority to develop mission partner service delivery standards and policies IAW DES guidelines. Authority to make DAFA specific decisions to resolve service issues.

• Reports to the Customer Experience Officer (CXO) for direction and support while indirectly working closely across all functional organizational elements as the focus point for the DAFAs.

• Interfaces daily with DES CXO, DES PMO and DAFA leadership, ensuring that our operations support the needs of the various services provided.

• Build and maintain positive relationships within the mission partners and DAFAs to ensure performance and operational feedback is addressed.

• Implement innovative engagement strategies that meet DES objectives while meeting or exceeding contractual service level agreements and a positive customer experience.

• Communicate and mitigate existing service delivery problems, including DAFA customer complaints and act as liaison for these events to the assigned program management official. Act as the primary point of contact for mission partners and DAFA customer issues escalated through the migration/service delivery manager ensuring proper coordination through resolution.

• Identify opportunities to improve the day-to-day engagement and outreach through continual service improvement and undertake projects that improve the overall service.

• Ensures that all new or changed Service Management Objectives align to specific DAFA initiatives.

• Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

• Communicates with internal team members and client team members across multiple areas.

• Establish collaborative relationships within an interdisciplinary team environment and gain the support of others.

• Must have an active Secret security clearance.

Basic Qualifications:

• Bachelors degree and 8+ years of prior relevant experience.

• Demonstrated communication and leadership skills and ability to interact professionally with all levels within the organization and external customers

• Ability to interact and present to senior level customers (SES and above) in both written and verbal communications

• Knowledge in the use of and application of metrics to increase efficiency and solve issues.

• Experience leading high-performing teams in a mission partner-facing environment.

• Demonstrated ability to engage stakeholders and management to address critical incidents

• Strong organization skills and ability to contribute to ongoing efforts to launch MAO/Client Relationship Management and performance management strategies

• Initiative to independently research new areas and bring recommendations to the team.

• Ability to multi-task and independently own assignments/issues from start to closure requiring minimal follow up from management

• Ability to travel within company and customer locations as needed within short notice.

Preferred Qualifications:

• ITIL Certification

• Project Management Professional (PMP)

• Experience with DISA and/or DoD 4th Estate Agencies

• Knowledge of DISA mission and IT environments

DISADES