Customer Advocacy Manager

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Leidos supports the Navy shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

Leidos is seeking a senior-level Customer Advocacy Manager (CAM) that serves as a customer liaison; collaborating with the Navy Customer Advocacy Team, and the other Leidos CAMs to ensure successful delivery of services, resolution of issues and problems that cannot be resolved through normal means. In addition, the candidate will also be responsible for identifying potential areas for improvement.

Primary Responsibilities

• Represents Leidos to the Navy Customer Advocacy Team (CAT) and the customer

• Leverages ITIL best practices to ensure the IT organization designs, deploys, and sustains high quality, highly available solutions that align with business and IT strategic objectives

• Coordinates with Incident, Problem, Change, and Availability Management to deliver services and resolve issues.

• Ensures that IT has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization

• Works through CAT to position innovations to customers

• Prioritize innovations and improvements, conduct customer communication campaigns, and disseminates survey results to Navy-designated stakeholders

• Process survey results, follow up with customers and initiate improvements through the CSI process

Basic Qualifications

• BS degree and 8-12 years of prior relevant experience or Masters with 6-10 years of prior relevant experience.  Will accept HS diploma with 12-15 years of prior relevant experience in lieu of degree

• Minimum 3 years of demonstrated experience in a role supporting customer advocacy, customer success management or customer liaison within the Department of the Navy, other DOD organizations or a federal agency

• US Citizen and DoD Secret Clearance

• ITIL v3 or ITIL 4 Foundation certification(s)

Preferred Qualifications

• 5 years or more of varied demonstrated success supporting customer advocacy, customer success management or customer liaison within the Department of the Navy, a DOD agency, other federal agency or a worldwide commercial enterprise

• Experience with Enterprise ITSM Framework processes

• Advanced Information Technology Infrastructure Library (ITIL) version 3 or ITIL 4 certifications

SMIT-NMCI

NGEN

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.