Site Manager II / Service Delivery Manager (Onsite role/ Need locals to DC )

Job Title: Service Delivery Manager/ Site Manager II

Location: Washington, DC 20530

Duration: 6+ Months

U.S. Citizenship are encouraged to apply for this position , Pref consultants's with Public Trust clearance.

Key responsibilities include:
Lead and manage a team of 10 15 IT professionals delivering Tier 2 and Tier 3 support services across multiple local and remote sites.
Provide strategic direction and daily operational oversight, ensuring timely resolution of incidents, service requests, and escalations.
Serve as the primary point of contact for end-user service delivery, representing Leidos to customer leadership and ensuring alignment with mission objectives.
Collaborate closely with Service Desk, Engineering, and Operations teams to ensure seamless escalation, handoff, and resolution processes.
Monitor and report on service performance, driving adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Maintain data integrity and operational accuracy in the ServiceNow ticketing system, ensuring issues are logged, categorized, and resolved efficiently.
Develop and maintain a comprehensive knowledge base and standard operating procedures for the service delivery team.
Identify and implement process improvements, automation opportunities, and technology enhancements that improve service efficiency and user experience.
Conduct regular meetings with customer leadership to review performance, discuss escalations, and drive continuous improvement.
Deliver weekly operational reports to the Program Manager and contribute to monthly SLA deliverables.
Manage staffing, performance evaluations, professional development, and recognition of team members.
Foster a collaborative, customer-focused culture that emphasizes quality, accountability, and continuous improvement.
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Requirements
Bachelor s degree and 10+ years of relevant experience (an additional 4 years of experience may substitute for a degree).
Demonstrated leadership experience managing IT service delivery or operations teams.
Strong understanding of IT service management (ITSM) frameworks, including incident, request, and problem management.
Experience managing distributed technical teams and delivering services across multiple customer sites.
Excellent communication, collaboration, and customer relationship management skills.
Proven ability to multitask and prioritize in a dynamic, fast-paced environment.
Proficiency in ServiceNow or other enterprise ITSM platforms.
Solid understanding of performance metrics, SLA management, and reporting.
Commitment to customer satisfaction and service excellence.

Desired Qualifications
Prior experience supporting the Department of Justice or other Federal agencies.
Experience working in a litigation or high-visibility environment.
ITIL certification (v4 Foundation or higher).
PMP certification preferred.