Customer Service Delivery Manager

Description Join Our Team Are you a strategic leader who thrives in a complex, matrixed environment? Passionate about supporting NASA's 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 NASA's 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. Build collaborative partnerships across engineering, operations, and program management organizations, serving as the escalation point for customer issues and critical incidents. BASIC QUALIFICATIONS: Bachelor’s degree and a minimum of 5 years of leadership 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. Ability to independently lead multiple priorities in a dynamic, customer-focused environment. PREFERRED QUALIFICATIONS: 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. CLEARANCE REQUIREMENTS: U.S. Citizenship is required. Ability to obtain and maintain any required government security clearance or Public Trust. What You'll 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 NASA's mission. Pay Range Pay Range $92,300.00 - $166,850.00 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. About Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. competitive compensation Health and Wellness programs Income Protection Paid Leave Retirement. More details are available at Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. #J-18808-Ljbffr Leidos