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