Customer Service Delivery Manager

Leidos • Orlando, FL

3d • Onsite

About The Position

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. You will build trusted customer relationships, lead high-performing teams, drive continuous improvement, and foster positive labor-management partnerships while supporting NASA's evolving mission.

Requirements

• Bachelor's degree and at least five years of leadership experience, or an equivalent combination of education and 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.
• Experience with collective bargaining agreements, grievance administration, labor-management relations, and application of just cause principles.
• Working knowledge of the National Labor Relations Act (NLRA) and Unfair Labor Practices (ULPs).
• Ability to independently lead multiple priorities in a dynamic, customer-focused environment.

Nice To Haves

• Three to five years supervising union-represented employees.
• 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 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.
• Foster positive labor-management relationships by administering collective bargaining agreements, employee relations, grievance resolution, performance management, and just cause principles while ensuring compliance with the National Labor Relations Act (NLRA) and other applicable labor laws.
• Build collaborative partnerships across engineering, operations, and program management organizations, serving as the escalation point for customer issues and critical incidents.

Benefits

• Leidos pay range for this job level is a general guideline only and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior