Leidos Customer Advocacy Manager in Honolulu, Hawaii
NGEN-R Service Management, Integration, and Transport (SMIT) is the largest IT services program for the Navy. The Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its 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, in addition to 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.
Represents Leidos to the Navy Customer Advocacy Team (CAT) and the customer
Responsible for internal processes related to ITSM and ensures that processes are employed across the enterprise
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
Responsible for the areas of incident, problem, change, and availability management
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
Develops, submits and executes Survey Management processes, procedures, and work instructions for the Contractor’s Survey Management Processes, aligned with the Navy Survey Management Plan
Submit survey results, follow up with customers and initiate improvements through the CSI process
Bachelors’ Degree with minimum 10 years of experience
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)
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 Navy Process Reference Model (NPRM)
Experience with USMC Enterprise ITSM Framework processes
Advanced Information Technology Infrastructure Library (ITIL) version 3 or ITIL 4 certifications
#Remote REQNUMBER: R-00062644
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.
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