IT Service Design Lead

Leidos was awarded the U.S. Air Force Cloud One Architecture and Common Shared Services (ACSS) contract and currently has an opening for an IT Service Design Lead
. This role focuses on adopting customer‑focused service management and coordinates across multiple areas of the program, including cloud engineering, operations and maintenance, and customer support. It is an opportunity to modernize a leading, global‑scale multi‑cloud environment to support USAF system resiliency, security, and cost effectiveness.

Location: Hybrid remote. Candidates will be required to travel to and work onsite as needed. The ideal candidate is located near Hanscom AFB (Boston, MA) or Huntsville, AL.

The selected IT Service Design Lead will orchestrate the end‑to‑end design and optimization of our technology services. You will act as a strategic leader, bridging the gap between user needs, operational capabilities, and business strategy. You will define how our constituents interact with our digital and physical services, ensuring they are intuitive, accessible, and scalable, and take accountability for the strategic direction of complex, high‑impact services.

• Strategic Design & Vision:
  Collaborate with the Government and Cloud One Service Design Team to advise and help implement the long‑term vision, strategy, and roadmap for major IT services, aligning them with organizational goals and user‑centered design principles.
• End‑to‑End Service Ecosystems:
  Map complex user journeys, create service blueprints, ecosystem maps, and experience models to improve end‑to‑end experiences across digital and in‑person touchpoints.
• Research‑Driven Insights:
  Guide human‑centered research activities (interviews, surveys, usability testing) and synthesize qualitative/quantitative data to iterate and refine services.
• Cross‑functional Leadership:
  Partner with Product Managers, Engineers, UX/UI Designers, and operational teams to implement service design solutions, facilitating workshops and co‑creation sessions.
• Performance & Metrics:
  Establish Key Performance Indicators (KPIs) and metrics to measure the effectiveness and impact of service design initiatives.
• Systemic Problem Solver:
  Propose high‑impact service design approaches to solve complex operational, technological, or policy‑related challenges.

• Bachelor’s degree and 12+ years of relevant experience or Master’s degree and 10+ years of relevant experience.
• Experience and leadership in IT Service Design, ITSM, and IT Service Management.
• Active Secret clearance.
• U.S. citizenship required.
• Excellent customer service skills, with experience in a customer‑facing position.
• Excellent verbal and written communication skills.

• IAT Level II (Information Assurance Technical Level
  2) requiring certifications such as CompTIA Security+ CE or CCNA Security.
• One or more cloud certifications, e.g., AWS Certified Solutions Architect or an equivalent level certification.

• Experience with USAF Cloud One or Platform 1.
• Experience with Service Design management technologies such as Service Now.

Pay Range $ – $

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

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.