Customer Advocacy and Service Activations Manager

Job Number:
Job Category:
Project / Program Management
Yes, 10% of the time
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Top Secret

Customer Advocacy and Service Activations Manager

Global Information Grid (GIG) Service Management-Operations (GSM-O), a Defense and Intelligence Group of Leidos has an opening for a Customer Advocacy and Service Activations Manager (CASAM).  Our customer is the Defense Information Systems Agency (DISA) located at Scott AFB, IL and acts as the provider of GIG/Defense Information System Network (DISN) services to the department of Defense (DoD) and national security organizations.



The CASAM will plan, report, and perform technical activities to execute DoD Information Network (DODIN) customer advocacy and service activations globally.  Responsibilities include technical planning, system integration, verification and validation, and cost/risk/ supportability/effectively analysis total systems across the DISN. The CASAM will manage multiple provisioning, request fulfillment, and DISN service activations tasks simultaneously for a geographically dispersed team of over 70. Subordinate teams are responsible for multiple layers of IP and transport technologies, change management, network modeling, capacity planning, impact assessments, customer advocacy, order entry tool (DISA Storefront (DSF)) training, provisioning, and support to command and control functions.


Primary Responsibilities

  • Oversee all aspects of customer advocacy and service activations
  • Prepare technical implementation plans to provide integrated solutions, including actions, milestones, timelines and critical paths required for complete solutions
  • Ensure quality and efficient customer service to DoD mission partners through the daily management of Customer Advocacy team members
  • Coordinate subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions
  • Identification and management of issues, risks, dependencies
  • Collaborate with key partners in various technologies to de-conflict efforts 
  • Status reporting to the task order manager and customer
  • Creating, documenting, and executing action plans
  • Work with the customer and external stakeholders to accomplish program goals in which we are dependent on them completing tasks
  • Manages aspects of multiple request fulfillment and provisioning tasks simultaneously
  • Monitor, adjusts and reports on operations performance, budget and schedule
  • Some travel may be required (10%)
  • Currently possess an active DoD Secret Security Clearance with eligibility for a Single Scope Background Investigation (SSBI)



  • Requires a BA/BS and 10 years prior relevant experience or Masters with 8 years prior relevant experience. Generally has 4+ years’ experience supervising or leading teams or projects.  Additional related years of experience may be considered in lieu of degree.
  • Working knowledge of IT networks, to include network appliances (e.g., routers, load balancers, domain name servers, firewalls)
  • Ability to make decisions and escalate when needed
  • Self-starter and have the ability to work independently with little to no supervision.
  • Currently possess an active DoD Secret Security Clearance with eligibility for a Single Scope Background Investigation (SSBI)
  • Strong written and verbal communications, team building and collaboration skills
  • Strong working knowledge of Microsoft Office products

 Desired Qualifications

  • Master's degree in a relevant IT engineering discipline
  • Project Management Professional (PMP) certification
  • ITIL certification

·        Ability to obtain DoD 8570 certification at IAT level II, Security+ CE

  • Experience in customer advocacy,  training, provisioning, and service activations
  • Familiarity with implementation, installation, provisioning, commission, and maintaining the design of network infrastructure, DS0 through OC layers traversing fiber, microwave, satellite and copper transport, Promina, DATM, MSPP, Ciena OTN, DWDM, ODXC, IP SERVICES, DSN, DRSN.  
  • Working knowledge of DISA request fulfillment process, to include the global order entry tool (DSF)
  • Familiarity with network services and architecture (BGP, OSPF, DHCP, DNS, TCP/IP, WAN, VPN, VLAN, VRF, etc)



External Referral Eligible



Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
Other Locations:  
Link for schema