Operations/Customer Service Delivery Manager

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

• 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

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.