Customer Service Delivery Manager

Leidos•Greenbelt, MD

1d•$92,300 - $166,850

About The Position

The Customer Service Delivery Manager (CSDM) supports NASA and oversees service delivery across assigned NASA Centers. This mission-critical leadership role is accountable for operational excellence, customer satisfaction, financial performance, and compliance with contractual commitments. The CSDM builds trusted customer relationships, leads high-performing teams, drives continuous improvement, and fosters positive labor-management partnerships in support of NASA's evolving mission. The role provides strategic leadership for customer service delivery and acts as the primary customer relationship manager, partnering with NASA leadership, the AEGIS PMO, and internal stakeholders. It leads customer reviews, governance meetings, and executive briefings; oversees service improvement and solution development; manages budgets and operational performance; and serves as an escalation point for customer issues and critical incidents. The manager also leads, coaches, and develops Customer Service Representatives and Technicians.

Requirements

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.
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.
U.S. citizenship is required.

Nice To Haves

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.

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.
Lead customer reviews, governance meetings, and executive briefings, and identify 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 performance through key performance indicators.
Identify and mitigate operational, financial, technical, and service delivery risks; lead 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 partnerships across engineering, operations, and program management organizations.
Serve as the escalation point for customer issues and critical incidents.