Operations/Customer Service Delivery Manager

Govcio•Bethesda, MD

3d•Hybrid

About The Position

GovCIO is currently hiring for an Operations/Customer Service Delivery Manager for our NIH-CIT proposal. This position will be located in Bethesda, MD and is a remote/hybrid position. The CSDM role’s responsibilities include but are not limited to: 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

Requirements

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.
Clearance Required: Must be able to obtain and maintain NIH/CIT Public Trust

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.
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