Customer SuccessService Delivery Lead

Koniag IT Systems LLC a Koniag Government Services company is seeking a Customer Success Service Delivery Lead to support KITS and our government customer in Washington DC. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Customer Success / Service Delivery Lead is the senior authority responsible for driving positive stakeholder engagement service adoption customer satisfaction and effective service delivery coordination across all functional areas of Clients enterprise IT support program. This individual serves as the primary champion for Clients end-user experience ensuring that IT services are delivered in a manner that meets the needs of CLIENT staff leadership and mission stakeholders at every level of the role requires a unique combination of strong interpersonal and communication skills deep understanding of IT service delivery principles and the ability to translate complex technical service performance data into clear actionable insights for both technical and non-technical audiences. The Customer Success / Service Delivery Lead serves as the voice of the customer within the contractor team ensuring that end-user needs satisfaction trends and service adoption challenges are surfaced prioritized and addressed through a structured data-driven approach to customer success and service delivery individual must be capable of operating autonomously managing complex stakeholder relationships service delivery coordination activities and customer success initiatives within delegated authority without escalation to government personnel for routine or moderately complex matters and must demonstrate expert-level knowledge of customer success practices IT service delivery management and stakeholder engagement in a Federal enterprise Responsibilities:Customer Success Leadership & Strategy:Lead the customer success and service delivery team in delivering effective stakeholder engagement service adoption support and customer satisfaction management across Clients enterprise IT environmentDevelop and maintain a customer success strategy that identifies key stakeholder groups service adoption opportunities satisfaction improvement priorities and engagement activitiesEstablish and maintain customer success standards procedures and quality benchmarks aligned with ITIL 4 service management practices and industry customer success best practicesServe as the primary voice of the customer within the contractor team ensuring that end-user needs satisfaction trends and service adoption challenges are communicated and addressed across all functional areasMonitor customer satisfaction metrics and service adoption data taking proactive action to identify and address trends before they escalate to formal complaints or service failuresCoordinate with the Service Management Lead on service level performance customer satisfaction reporting and continual service improvement initiativesService Adoption & Communications:Lead development and delivery of IT service communications including service announcements maintenance notifications new service introductions and user-facing guidance materialsCoordinate with the Release / Environment Manager and functional area leads on user communications for planned service changes releases and maintenance activitiesDevelop and maintain a service communications library including email templates intranet content quick reference guides and user-facing knowledge base articlesSupport development and delivery of end-user training materials and training programs that drive adoption of new and existing IT services and toolsCoordinate with the Microsoft Infrastructure team End-User Services Lead and Applications & Integration Lead on service adoption initiatives for major platform updates and new capabilitiesMonitor service adoption metrics and user engagement data identifying opportunities to improve adoption through targeted communications training and support activitiesDevelop and maintain a service communications calendar ensuring that stakeholders receive timely accurate and relevant information about IT services and planned changesService Delivery Coordination:Coordinate end-to-end service delivery activities across functional areas ensuring that multi-team service requests projects and initiatives are delivered in a cohesive well-coordinated mannerServe as the coordination point for cross-functional service delivery activities that involve multiple contractor teams and Government stakeholdersDevelop and maintain service delivery coordination procedures and communication frameworks that enable effective cross-team collaborationMonitor service delivery performance against service level objectives identifying and escalating delivery risks to the Contractor Program Manager and relevant functional area leadsSupport development and maintenance of service delivery improvement plans tracking progress and reporting outcomes to the Contractor Program ManagerCoordinate with the Service Management Lead on service delivery performance reporting and continual service improvement activitiesTraining & Knowledge Development:Lead development and delivery of end-user IT training programs including onboarding training for new CLIENT employees technology refresher training and targeted training for major platform updatesCoordinate with functional area leads on training content development ensuring that training materials accurately reflect current system configurations procedures and best practicesDevelop and maintain a training content library including instructor-led training materials self-paced learning resources quick reference guides and video tutorialsMaintain a training calendar tracking scheduled training sessions completion rates and participant feedbackCoordinate with the Customer Success team and End-User Services Lead on training delivery logistics including scheduling facility coordination and virtual delivery platformsEvaluate training effectiveness through participant feedback and knowledge assessment data continuously improving training content and delivery based on resultsService Catalog Management:Support development and maintenance of Clients IT service catalog ensuring that service descriptions request procedures and service level information are accurate current and accessible to CLIENT staffCoordinate with functional area leads on service catalog content development and updates ensuring that new and modified services are accurately reflected in the catalogDevelop and maintain user-facing service request guidance including request submission procedures approval workflows and fulfillment timelinesMonitor service catalog usage and request trends identifying opportunities to improve service accessibility and self-service adoptionCoordinate with the Service Management Lead on service catalog governance and ITSM platform configuration for service catalog managementSupport development of self-service portal content and knowledge base articles that enable CLIENT staff to resolve common issues independentlyEscalation Management & Customer Advocacy:Serve as the primary customer advocate for escalated service delivery issues and significant customer satisfaction concernsManage formal customer escalations coordinating with relevant functional area leads on root cause analysis remediation actions and stakeholder communicationDevelop and maintain customer escalation procedures ensuring that escalated issues are tracked communicated and resolved in a timely and transparent mannerProvide regular status updates to stakeholders on open escalations communicating resolution progress and expected timelinesConduct post-escalation reviews to identify systemic issues and drive improvements that prevent recurrenceMaintain accurate escalation records in the Government ITSM platform including escalation details actions taken and resolution outcomesReporting & Analytics:Develop and maintain customer success and service delivery reporting dashboards and templatesGenerate routine and ad hoc reports on customer satisfaction service adoption stakeholder engagement and service delivery performance for review by the Contractor Program Manager and Government stakeholdersContribute customer success and service delivery data to Sprint metrics reporting monthly performance dashboards and Sprint Review demonstrationsIdentify trends in customer satisfaction service adoption and stakeholder feedback communicating findings and recommendations to the Contractor Program ManagerSupport development of data-driven customer success and service delivery improvement recommendationsProvide accurate customer success data to support continual service improvement activities and Sprint RetrospectivesTeam Leadership & Development:Lead mentor and supervise customer success and service delivery team membersAssign and prioritize customer success and service delivery work items in alignment with Sprint commitments and operational prioritiesEnsure team members are cross-trained and capable of supporting all customer success functions to maintain coverage continuityConduct quality reviews of team members work to ensure accuracy completeness and adherence to standardsSupport recruitment onboarding and professional development of customer success and service delivery team personnelMaintain bench depth and surge capacity to ensure complete coverage of customer success functions across all supported business hoursAgile Delivery & Collaboration:Actively participate in Agile Sprint Planning Daily Coordination Sprint Reviews and RetrospectivesMaintain and contribute to the prioritized backlog for customer success and service delivery work itemsDeliver committed Sprint work items at or above the 85% completion targetProvide timely and accurate updates on customer success status stakeholder engagement activities and service delivery performance to the Contractor Program ManagerContribute actionable improvement recommendations to Sprint Retrospectives based on customer success observations satisfaction data and service delivery metricsDocumentation & Knowledge Management:Maintain comprehensive and current documentation of all customer success procedures stakeholder engagement records service communications and training materialsDevelop and maintain standard operating procedures runbooks and knowledge base articles for customer success and service delivery operationsEnsure all customer success and service delivery activities are accurately documented in the Government ITSM platformSupport transition-in and transition-out activities by providing complete and accurate customer success documentation stakeholder relationship records and training materialsRequired Qualifications:Experience:Minimum 68 years of hands-on customer success service delivery management or IT stakeholder engagement experience in an enterprise environmentDemonstrated experience leading or supervising a customer success or service delivery team in a Federal or comparable enterprise environmentProven experience developing and delivering IT service communications and end-user training programs at enterprise scaleExperience managing customer satisfaction programs including survey design data analysis and improvement initiative managementDemonstrated experience coordinating cross-functional service delivery activities across multiple technical teams and Government stakeholdersExperience with ITIL 4 service management practices as applied to customer success and service deliveryFamiliarity with IT service catalog management and self-service portal developmentExperience in a Federal or private-sector enterprise environment of comparable scale complexity and security postureTechnical Expertise:Expert-level proficiency in:Customer success strategy development and executionStakeholder engagement and relationship managementIT service communications and user-facing content developmentEnd-user IT training program design and deliveryCustomer satisfaction survey design administration and analysisService delivery coordination across multiple functional teamsService catalog management and self-service portal content developmentITSM platform customer success and service management modules (e.g. ServiceNow)Strong working knowledge of:ITIL 4 service management practices including service level management and continual service improvementMicrosoft 365 productivity tools and collaboration platforms as they relate to end-user adoptionAgile/Scrum delivery practices and integration with customer success activitiesIT service performance metrics and data-driven improvement methodologiesFederal IT service delivery requirements and Government stakeholder engagement practicesTraining content development tools and learning management systemsData analytics and reporting tools for customer satisfaction and service delivery metricsRequired Certifications (Must be current and unexpired throughout performance):ITIL 4 Foundation (required)Additional preferred certifications:ITIL 4 Specialist: Drive Stakeholder Value (DSV)HDI Customer Service Representative or equivalentProject Management Professional (PMP) or equivalentCertified Customer Success Manager (CCSM) or equivalentMicrosoft 365 Certified: Fundamentals (MS-900)Certified Scrum Master (CSM) or equivalentPreferred Qualifications:Prior experience supporting Federal civilian agency customer success and service delivery programsExperience with Agile/Scrum delivery models in a customer success or service delivery contextExperience with ServiceNow service portal service catalog and customer satisfaction survey modulesDemonstrated experience developing section 508-compliant communications and training materialsExperience with change management and organizational change communication strategies in a Federal IT environmentFamiliarity with OMB Federal IT service delivery requirements and customer experience initiativesExperience supporting Executive-level stakeholder engagement in a federal agency environmentOur Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352