Customer Service Delivery Manager

Join Our Team

Are you a strategic leader who thrives in a complex matrixed environment Passionate about supporting NASAs mission through exceptional customer service and operational excellence 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. You will build trusted customer relationships lead high-performing teams drive continuous improvement and foster positive labor-management partnerships while supporting NASAs evolving mission.

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.
• 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.

Basic Qualifications

• Bachelors 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.

Preferred Qualifications

• 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.

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.

What Youll Bring

You are a collaborative mission-driven leader who excels at building customer relationships leading diverse teams solving complex challenges and driving operational excellence. You bring sound judgment executive presence and a passion for delivering innovative customer-focused solutions that advance NASAs mission.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

The Leidos pay range for this job level is a general guideline onlyand 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.