Vice President - End User Services Practice Leader

Leidos hiring for Vice President - End User Services Practice Leader jobs in Cabin John, MD, US

Description

The Leidos Digital Modernization Sector is seeking an End User Services Practice Leader, Vice President at our Leidos Headquarters in Reston, VA.

POSITION SUMMARY:
As a Leidos End User Services Practice Vice President, you will play a pivotal role in driving the growth and success of our End User Services Practice Area within the Leidos Digital Modernization Sector. You will be accountable for shaping our internal and external End User strategy and ensuring seamless execution of End User Services efforts supporting current and new clients. Your consultative approach will guide our clients toward innovative IT Service Management (ITSM) solutions, enhancing their business operations and digital transformation journey.

CLEARANCE REQUIREMENT:
No initial clearance is required to start; however you must be able to obtain and maintain a DoD Secret security clearance. (US Citizenship required)

PRIMARY RESPONSIBILITIES:
1.    Strategic Leadership:

• Develop and execute a robust End User strategy aligned with customer goals and objectives.
• Identify emerging trends, technologies, and best practices in ITSM and customer experience (CX).
• Work with senior leadership to define the vision and roadmap for the End User Services practice.

2.    Team Management:

• Lead, mentor, and inspire a team of IT professionals, including consultants, engineers, support staff, and technicians.
• Foster a collaborative and high-performance culture within the practice.
• Ensure team members have the necessary resources to excel.

3.    Client Engagement:

• Engage with clients to understand their End User needs and challenges.
• Provide thought leadership and consultative guidance on end user services process and technology adoption and optimization.
• Build strong client relationships and act as a trusted advisor.

4.    Solution Development:

• Demonstrated technical excellence and extensive experience in supporting PC hardware, networks, peripherals, and/or software support environments.
• Design and architect End User solutions based on industry standards and best practices in user experience, automation, service management, CX, and ITSM operations management.
• Evaluate platforms that are appropriate for specific use cases within IT Service Management.
• Collaborate with cross-functional teams to tailor and deliver solutions effectively.

5.    Practice Growth:

• Drive revenue growth by expanding our End User Services portfolio.
• Identify new business opportunities and contribute to business development efforts.
• Monitor market trends and adjust the practice strategy accordingly.
• Meet and exceed sales quotas and targets.
• Lead and manage a sales team, providing guidance, support, and motivation.
• Identify new business opportunities and develop strategies to capture them.
• Prepare and deliver sales presentations to potential clients.
• Monitor market trends and competitor activities to identify opportunities for growth.

 
6.    Quality Assurance and Compliance:

• Ensure adherence to security, compliance, and governance standards.
• Experience developing and monitoring Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
• Oversee quality assurance processes for End User projects.
• Mitigate risks related to End User implementations.

7.    Thought Leadership and Training:

• Stay informed about IT support industry advancements, government regulations and OMB executive orders, and certifications.
• Conduct internal training sessions to enhance team members’ skills.
• Participate in industry conferences and share insights with the community.

BASIC QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).
• Proven experience (at least 15 years) in End User Services, including architecture, design, and implementation.
• Strong knowledge of End User computing technologies, policies, and processes.
• Strong knowledge of leading End User automation platforms, such as ServiceNow and use of RPA, Chatbot, and AI/ML to automate the end user experience
• Familiarity with operating systems such as Windows, macOS, and Linux.
• Excellent leadership, communication, and collaboration skills.
• Certifications such as ITIL 4 Foundation, ITIL Managing Professional, ITIL Strategic Leader, ITIL Master, or ServiceNow Certified Systems Administrator (CSA) are a plus.

BENEFITS:

• Competitive salary and performance-based bonuses.
• Health insurance, retirement plans, and other benefits.
• Professional development opportunities.
• Dynamic work environment with a focus on innovation.

**Join our team as an End User Services Practice Leader and make a significant impact on our clients’ digital modernization journey.**

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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.

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.