Leidos Hiring for LaRC Customer Service Delivery Manager Job at Hampton, VA Full Time

Description

Job Description:

The Customer Service Delivery Manager is responsible for Centers’ centralized, proactive, and strategic management of AEGIS daily services and processes. Authority to develop service delivery standards and policies. Authority to make immediate decisions to resolve service issues. The CP supports customers at all NASA facilities, flight projects and programs, as well as national and international partners. CP provides Wide Area Network (WAN) services to support administrative applications, such as email, general Internet connectivity, agency-wide Domain Name System (DNS) and Internet Protocol (IP) address management, access to Cloud-based and NASA data center applications, voice and video conferencing, and collaboration tools that enable NASA’s workforce. CP also provides support to enterprise Cybersecurity by employing infrastructure tools and capabilities to include Remote Access, Network Access Control (NAC), Firewall and Web Application Firewall Services, Virtual Private Networks (VPNs), Intrusion Prevention Systems (IPS), Intrusion Detection Systems, NASA Security Operations Center (SOC) Incident Response process, Continuous Diagnostics & Mitigation (CDM) and Cybersecurity & Privacy Program (CSPP).

Primary Responsibilities

• Responsible for centralized, proactive, and strategic management of AEGIS daily services and processes. Authority to develop service delivery standards and policies. Authority to make immediate decisions to resolve service issues.
• Interfaces daily with AEGIS and NASA CP leadership, ensuring that our operations supports the needs of the various services provided.
• Build and maintain positive relationships within the AEGIS PMO, NASA Center operations and the NASA CP organization.
• Develop and implement innovative strategies that meet AEGIS business objectives while meeting or exceeding contractual service level agreements and a positive customer experience.
• Direct supervision of product area and functional leads who are responsible for the day-to-day execution and service strategy of their assigned area
• Collect and analyze NASA requirements and lead solution development and integration activities to include proposal development, RFP responses, and participating in contracts discussions.
• Communicate and mitigate existing service delivery problems, including customer complaints and act as liaison for these events to the assigned program management official. Act as the primary point of contact for customer issues escalated through the CP Service Delivery Manager ensuring coordination through resolution with the Center Operations Manager and ensuring communication of issue closure to NASA CP.
• Identify opportunities to improve the day-to-day service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across all NASA Centers.
• Guide the development of new or changed Service Management processes in accordance with customer Service Catalog.
• Assists NASA in identifying and documenting current and future service requirements.
• Ensures that all new or changed Service Management processes align with NASA AEGIS initiatives.
• Generating process improvements that bring about measurable improvement in quality and/or efficiency
• Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Prioritize, identify, and manage multidisciplinary staffing needs for the effective delivery of services.
• Communicates with internal team members and client team members across multiple areas.
• Establish collaborative relationships within an interdisciplinary team environment and gain the support of others.
• Provides general direction to site work center leads in all matters related to the Service Delivery of AEGIS products and services. Reviews and monitors their performance to ensure complete customer satisfaction.

Basic Qualifications

• Demonstrated communication and leadership skills and ability to interact professionally with all levels within the organization and external customers
• Knowledge of and experience working with key end user hardware and software technology suppliers
• Ability to interact and present to senior level customers (SES and above) in both written and verbal communications
• Knowledge in the use of and application of metrics to increase efficiency and solve issues.
• Experience leading high-performing teams in a customer-facing environment.
• Demonstrated ability to engage stakeholders and management to address critical incidents
• Strong organization skills and ability to contribute to ongoing efforts to launch Client Relationship Management and performance management strategies
• Initiative to independently research new areas and bring recommendations to the team.
• Ability to multi-task and independently own assignments/issues from start to closure requiring minimal follow up from management
• Ability to travel within company and customer locations as needed within short notice.

Preferred Qualifications

• ITIL Certification
• SAFe® Agile Product Manager / Lean Portfolio Manager
• Project Management Professional (PMP)®
• Experience with NASA
• Knowledge of NASA mission and IT environments
• Knowledge of OEM (HP, DELL and APPLE) product lifecycle
• Knowledge of ServiceNOW

EDUCATION & EXPERIENCE: Requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or equivalent years of experience.

Pay Range:

Pay Range $97,500.00 – $150,000.00 – $202,500.00

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