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GovCIO · 23 hours ago

Operations/Customer Service Delivery Manager

Bethesda, MD

Full-time

Hybrid

Senior Level, Lead/Staff

$135K/yr - $144K/yr

8+ years exp

GovCIO is a team of transformers passionate about transforming government IT. They are seeking an Operations/Customer Service Delivery Manager to oversee customer outreach efforts, manage service delivery performance, and improve customer satisfaction through effective communication and team management.

ConsultingIT InfrastructureIT ManagementManagement Consulting

No H1B

Security Clearance Required

Responsibilities

Work with the NS program manager to plan, develop, and engage in a customer outreach effort to communicate and collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvement

Work with the Section Managers and the customer liaisons to address customer concerns raised from customer interactions and update the planned architecture initiatives, analysis, and roadmaps

Proactively manage operational delivery assurance using CONNECT to monitor SLAs and KPIs. Maintain high performance levels for service-related processes and recommending improvement activities wherever necessary

Oversee a team of customer liaisons who will assist in providing enhanced communication and performance monitoring duties. The liaisons are each responsible for their own customer base and form the Service Delivery Team to provide transparency and awareness of the Network Services activities

Establish effective communication between stakeholders for current service delivery, service improvement opportunities, anticipated future needs based on current trends, and requirement refinement

Assist technical teams with customer business goals and objects understanding to improve customer satisfaction

Develop a deep understanding of projects to gain insights into the scope of service delivery

Take accountability for service delivery performance, meeting customer expectations, and driving future demand

Analyze third-party as well as internal processes, and creating strategies for service delivery optimization

Recommend methods of improvement to ensure on time for service delivery upgrades

Qualification

Customer outreachService delivery managementTeam leadershipPerformance monitoringStakeholder communicationProblem-solvingCollaboration

Required

Bachelor's with 8-12 years (or commensurate experience)

Experience overseeing a team of customer liaisons who will assist in providing enhanced communication and performance monitoring duties

Experience planning, developing, and engaging in a customer outreach effort to communicate and collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvement

Must be able to obtain and maintain NIH/CIT Public Trust