Performance Manager

Performance Manager - Leidos - College Park, MD

Description

Leidos is looking for a Customer Performance Manager (IPM). The Customer Performance Manager (IPM) is responsible for the effective implementation of the incident management process and ensures the resolution and remediation of any end-user facing outages. The IPM will be the point of contact for reporting on and communicating the status of outages and incidents and will interact directly with other service providers to analyze and correct issues and incidents. The IPM is responsible for the end-to-end management of all end-user facing problems and incidents and ensuring successful escalation and remediation of problems and incidents. 

Basic Qualifications:

• ITIL 4 managing professional certification

• Prior managed service environment experience

• CX experience, including certification (CX accelerator)

• 5 to 8 years of CX experience

• KM experience

• ServiceNow tool experience

• Reporting and analysis experience

• SLA and OLA management experience

• Bachelor's degree in a technical background and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.

• 2+ years of experience supervising or leading teams or projects.

• Must be able to obtain a Public Trust Clearance

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.