# Customer Service Delivery Manager (CSDM)

**Company**: Leidos
**Experience**: senior
**Job type**: full-time
**Salary**: $92,300.00 - $166,850.00
**Category**: Customer Service
**Industry**: Consulting

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Greenbelt-MD/Customer-Service-Delivery-Manager_R-00194836-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_aa695027-e37

## Description

Join our team as a Customer Service Delivery Manager (CSDM) supporting our NASA customer.

In this mission-critical leadership role, you will oversee service delivery across assigned NASA Centers, ensuring operational excellence, customer satisfaction, financial performance, and compliance with contractual commitments.

**Primary Responsibilities:**

- Provide strategic leadership for customer service delivery, ensuring services meet mission objectives, contractual requirements, and Service Level Agreements (SLAs).

- Serve as the primary customer relationship manager, partnering with NASA leadership, the AEGIS PMO, and internal stakeholders to deliver exceptional customer service and operational performance.

- Lead customer reviews, governance meetings, and executive briefings while identifying opportunities to improve services and expand customer value.

- Drive operational excellence through IT Service Management (ITSM) best practices, process improvement, performance metrics, automation, and continual service improvement initiatives.

- Lead solution development activities, including customer requirements, proposals, ROMs, RFP responses, contract modifications, and service enhancements.

- Manage project budgets, forecasts, labor utilization, schedules, risks, and contract compliance while monitoring operational performance through key performance indicators.

- Identify and mitigate operational, financial, technical, and service delivery risks while leading organizational change and service transition initiatives.

- Lead, coach, mentor, and develop Customer Service Representatives (CSRs) and Technicians, promoting employee engagement, accountability, and succession planning.

- Build collaborative partnerships across engineering, operations, and program management organizations, serving as the escalation point for customer issues and critical incidents.

**Basic Qualifications:**

- Bachelor’s degree and a minimum of 5 years of leadership experience.

- Experience leading customer-facing teams within a complex enterprise IT or service delivery environment.

- Demonstrated success managing customer relationships, operational performance, financial accountability, and cross-functional teams.

- Strong leadership, strategic planning, analytical, organizational, and problem-solving skills.

- Excellent written and verbal communication skills, including executive-level presentations and customer engagement.

- Experience managing budgets, forecasts, labor utilization, schedules, risks, and performance metrics.

- Knowledge of enterprise IT infrastructure, network services, data centers, wireless technologies, and change management practices.

- Ability to independently lead multiple priorities in a dynamic, customer-focused environment.

**Preferred Qualifications:**

- ITIL, PMP®, SAFe®, or comparable professional certifications.

- Experience supporting NASA or other Federal Government programs.

- Knowledge of NASA missions, enterprise IT environments, and service delivery operations.

**Additional Requirements:**

- Ability to travel to NASA Centers as needed.

- Ability to support occasional after-hours operational activities and critical incidents.

- Ability to obtain and maintain any required government security clearance or Public Trust.

**Clearance Requirements:**

- U.S. Citizenship is required.

- Ability to obtain and maintain any required government security clearance or Public Trust.

**Pay Range:** $92,300.00 - $166,850.00

## Skills

### Required
- leadership
- strategic planning
- analytical
- organizational
- problem-solving
- communication
- budgeting
- forecasting
- labor utilization
- schedule management
- risk management
- performance metrics
- IT Service Management
- ITSM
- process improvement
- automation
- continual service improvement

### Nice to have
- ITIL
- PMP
- SAFe
- NASA
- Federal Government programs

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Greenbelt-MD/Customer-Service-Delivery-Manager_R-00194836-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)