Integrated Service Delivery Manager

Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting Center for Medicare and Medicaid Services (CMS) in Baltimore, MD. The Integrated Service Delivery (ISD) Team Manager works closely with the Tier 2 Managed Services Lead, and the Operations Manager to oversee the daily activities and workloads of their team, facilitate meetings, and ensure that support services satisfy consumer requests. ISD managers use strong communication skills to motivate and encourage workers. They also use strong interpersonal skills to build relationships with CMS, and application customers. You will deliver guidance, leadership, and IT solutions that ultimately ensure that the functions of Medicare, Medicaid, and Marketplace are carried out for the US citizen and contribute to efforts to reduce healthcare costs. 

With a “no downtime, zero outages” vision and mantra, we support a range of on prem and cloud-based application needs, ranging from managed services to self-service, all of which are based on our customer’s required level of support.  

As a ISD Team Manager your IT skills and leadership will be required to provide technological solutions, and direction that are highly innovative and achieved through research and integration of industry best practices.  

Your goal will be to work with all stakeholders to help Leidos ensure delivery of high-quality, robust, and scalable solutions with minimal business impact. Lastly and most importantly, you will represent our program when meeting with the Application Development Organizations (ADO) and identify opportunities to provide support as well as modernization and innovation opportunities for their application. 

The current work environment is remote leveraging various tools such as Slack, Microsoft Teams, and Zoom. 

Primary Responsibilities: 

• Lead a team of technical support specialists. With the goal of providing support, supervising staff, and providing direction and mentorship in tech support and service delivery. 
• Managing and facilitating meetings. 
• Ensure that teams are improving performance, service, and product quality by using information gathered at customer and standup meetings to target areas that need improvement. 
• Supporting and identifying customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. 
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery   
• Provide guidance and stewardship in Agile and DevOps practices that maximize flow 
• Contribute to a culture of continuous improvement by establishing and participating in feedback loops 
• Become a subject matter expert with CMS Hybrid Cloud and CMS Enterprise Shared Service offerings 
• Develop strong relationships …