Service Delivery Lead

Description The NEST program at Leidos is seeking a Service Delivery Lead (SDL) to support operations at the Johnson Space Center (JSC). The Service Delivery Lead will be responsible for planning, organizing, securing, and managing resources to ensure the successful completion of specific program goals and objectives. Duties may include ensuring that all functions are performed within established scope, schedule, and budget constraints, as well as interfacing with task and functional leaders, subcontractors, and support personnel. In this on-site role, the SDL will report to the Enterprise Service Delivery Manager and provide direct, daily support to the JSC Center Operations Manager (COM) to ensure the successful execution of program requirements at NASA’s Johnson Space Center in Texas. The SDL will support the NASA End-User Services and Technologies (NEST) contract. The NEST contract provides end-user services across all 10 NASA centers and other performance sites nationwide, including compute, mobile, and print device deployment and refresh; incident and problem management; email and collaboration; enterprise operations; and information security. Primary Responsibilities Lead a team of technicians to successfully meet end user IT service level agreements. Provide responsive and efficient technical assistance to NASA personnel, ensuring smooth operation of personal computing devices, software applications, and peripherals. Interact daily with subcontractors performing end user laptop, desktop, and mobile services. Escalate center issues to the Service Delivery Manager regarding service issues/questions. Review tickets in ServiceNow to ensure service is delivered within the agreed upon SLA time frames. Interact with the Service Delivery Manager and COM to escalate customer/performance/staffing issues. Work closely with program Service Delivery, Logistics, Operations, Procurement, and Finance teams to ensure end-to-end fulfillment of the product line. Work collaboratively with company and customer stakeholders to define and proactively shape device hardware requirements. Work collaboratively with program engineering and operations teams to co-develop integrated hardware/software solutions to keep the end user compute product line at the forefront of industry technology. Ensure timely update to customer deliverable documents and communications artifacts, including technology refresh plans, product and service catalog content, and configuration documentation. Identify opportunities to improve the day-to-day compute and mobility service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across JSC as well as all NASA Centers. Other IT duties as assigned. Basic Qualifications Bachelor's degree and a minimum of 4 years of relevant experience. Additional years of experience may be considered in lieu of degree. Experience leading a team of 10-15 employees producing green metrics. Unwavering hard work ethic! Steadfast commitment to putting in consistent effort, dedication, and diligence toward achieving NEST goals and fulfilling the role responsibilities. Proficient in Service Now. Proven written and oral communication skills. Proven experience in effectively working within a group to deliver IT services. Experience interacting with senior level managers and customers. Preferred Qualifications Current Public Trust clearance or higher. Experience with a NASA Customer; current NASA credentials. Clearance requirements U.S. Citizenship is required. Ability to obtain and maintain a Public Trust. Original Posting August 13, 2026 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 Pay Range $65,650.00 - $118,675.00 The Leidos pay range for this job level is a general guideline onlyand 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. About Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit . Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at . Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. 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. #J-18808-Ljbffr Leidos