Regional Service Delivery Manager
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Job Description
Regional IT service delivery manager supporting Leidos’ TSA Northeast operations. Leading multi-site support, escalations, performance, and process improvements for federal customers.
Responsibilities:
- Serve as the primary point of contact for IT service delivery across the TSA Northeast region
- Organize, direct, and manage regional IT support personnel to ensure consistent, high-quality service aligned with TSA mission priorities
- Coordinate with TSA leadership and stakeholders to manage escalations, monitor performance, drive process improvements, and ensure compliance with contract requirements
- Provide regular status updates, support incident resolution, and facilitate implementation of enterprise IT initiatives within the Northeast region
Requirements:
- Bachelors degree in a technical or management discipline and 8+ years of experience in IT service delivery or operations management. Additional years' of experience may be considered in lieu of degree
- Minimum of 5 years of experience in multi-site or regional support roles
- Strong customer service orientation with demonstrated ability to lead and collaborate with government customers, technical teams, and management
- Proven skills in escalation management, performance monitoring, and process improvement
- Excellent communication and interpersonal skills to effectively interact across organizational levels and stakeholders
- Must have the ability to obtain and maintain a DoD Secret security clearance
- Ability to obtain and maintain TSA eligibility
- ITIL 4 certification, PMI Program Management Professional (PMP) certification, or other service management credentials are desired
- Previous work experience with ServiceNow is desired
- Familiarity with End User Services (EUS) operations and IT service management frameworks (e.g., ITIL) is desired
- Experience supporting federal IT contracts, preferably within DHS or TSA environments, is desired
- Experience in a regulated, mission-critical environment supporting multi-site IT operations is desired
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