Customer Advocacy Manager

Customer Advocacy Manager

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Description

Job Description:

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.

Primary Responsibilities

• 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

Basic Qualifications

• 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)

Preferred Qualifications

• 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

External Referral Bonus:
Ineligible

External Referral Bonus $:

Potential for Telework:
Yes, 100%

Clearance Level Required:
Secret

Travel:
Yes, 25% of the time

Scheduled Weekly Hours:
40

Shift:
Day

Requisition Category:
Professional

Job Family:
Business Systems Analysis

Pay Range:

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