IT Service Delivery Consultant / Site Manager

Leidos seeks an IT Service Delivery Consultant / Site Manager to lead on-site IT services for mission-critical customers. In this role, you will oversee day-to-day service delivery, coordinate incident, problem, and change management, and ensure adherence to SLAs. You'll partner closely with technical teams, vendors, and customer stakeholders to stabilize operations, drive continuous improvement, and support digital modernization goals. Ideal candidates bring strong ITIL-based service management experience, hands-on technical acumen, and the ability to communicate clearly with both business and technical audiences.

Responsibilities

• Lead day-to-day IT service delivery for an on-site client environment
• Manage incident, problem, and change processes aligned to ITIL practices
• Monitor and report on SLAs, service performance, and customer satisfaction
• Coordinate with technical teams and vendors to resolve complex issues
• Identify and drive continuous improvement initiatives in service quality
• Act as primary point of contact for client stakeholders for IT services
• Support planning and execution of upgrades, deployments, and changes
• Ensure compliance with security, risk, and governance requirements
• Maintain accurate documentation, runbooks, and operational procedures
• Contribute to knowledge sharing and mentoring within the team

Required Skills

• IT service management (ITIL)
• Incident and problem management
• Change and release management
• Stakeholder and vendor management
• Technical troubleshooting (systems/networks)
• Service level agreement (SLA) management
• Project coordination and delivery
• IT operations and monitoring tools
• Risk and compliance awareness
• Documentation and reporting