Customer Service Delivery Manager

Description

Are you a strategic leader? Thrive in a highly complex enterprise matrixed environment? Think "space" exploration is really cool? Understand the impact of great customer service on a large program and how it drives overall success? Look no further! We have the role for you! This dynamic team will allow you to combine your leadership skills and vision to drive the success of our NASA program.

We are seeking a dynamic, mission centric leader to join our organization as a Customer Service Delivery Manager (CSDM) in support of our NASA customer. This is an exciting opportunity for you leverage your strong leadership experience, technical expertise, and financial acumen to provide outstanding service to our customer. As the CSDM, you will develop and maintain strong customer relationships, while identifying areas in which our customer's mission can benefit from our service offerings as well as delivering a high level of customer satisfaction.

Primary Responsibilities:

The Customer Service Delivery Manager is responsible for the Centers' centralized, proactive, and strategic management of AEGIS daily services and processes.

• Interface daily with AEGIS and NASA leadership, ensuring that our operation supports the needs of the various services provided.

• Build and maintain positive relationships with our NASA customers and the AEGIS PMO.

• Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

• Develop and implement innovative strategies that meet AEGIS business objectives while meeting or exceeding contractual service level agreements.

• Direct supervision of Customer Service Representatives, Engineers and Technicians who are responsible for the day-to-day execution and service strategy of their assigned area as well as reviews and monitors their performance to ensure goals are being met.

• Collect and analyze NASA requirements and lead solution development and integration activities to include proposal development, RFP responses, and participating in contracts discussions.

• Communicate and mitigate existing service delivery problems, including customer complaints and act as liaison for these events to the assigned program management official.

• Act as the primary point of contact for customer issues escalated through the Service Delivery Manager ensuring coordination through resolution with the Center Operations Manager and ensuring communication of issue closure to NASA.

• Identify opportunities to improve the day-to-day service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across all NASA Centers.

• Assists NASA in identifying and documenting current and future service requirements.

• Ensures that all new or changed Service Management processes align with NASA AEGIS initiatives.

• Generating process improvements that bring about measurable improvement in quality and/or efficiency.

• Prioritize, identify, and manage multidisciplinary staffing needs for the effective delivery of services.

• Communicates with internal team members and client team members across multiple areas.

• Establish collaborative relationships within an interdisciplinary team environment and gain the support of others.

Basic Qualifications:

• Be collaborative, analytical thinker with strong problem-solving and program management skills to deliver the best solutions in support of the customer's mission.

• Possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences.

• Ensure successful team delivery of high-quality enterprise network services, facilities network, wireless services, data center network services, colocation network services, and change management services in compliance with the NASA mission.

• Demonstrate strong leadership and team building skills.

• Manage project budget - maintain financial plan, track actuals vs. plan, provide monthly forecasts, report monthly accruals.

• Create and deliver high-quality, informative, written, and verbal project communications, including weekly project status, dashboards, and updates.

• Direct project team members, manage cost and schedule, ensure contract compliance, and serve as customer interface.

• Manage technical aspects, costs, and schedule of assigned tasks or functions.

• Knowledge of and experience working with key end user hardware and software technology suppliers

• Ability to interact and present to senior level customers in both written and verbal communications.

• Knowledge in the use of and application of metrics to increase efficiency and solve issues.

• Experience leading high-performing teams in a customer-facing environment.

• Demonstrated ability to engage stakeholders and management to address critical incidents.

• Strong organization skills and ability to contribute to ongoing efforts to launch Client Relationship Management and performance management strategies.

• Ability to multi-task and independently own assignments/issues from start to closure requiring minimal follow up from management.

• Requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or equivalent years of experience.

Preferred Qualifications:

• ITIL Certification

• SAFe Agile Product Manager / Lean Portfolio Manager

• Project Management Professional (PMP)

• Experience with NASA

• Knowledge of NASA mission and IT environments

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 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.