Customer-Facing IT Service Delivery Leader

Leidos Inc; Houston (TX); On-site; USD 108,000 - 195,000; Full time

Job summary

Leidos Inc. seeks a Customer Service Delivery Manager to lead NASA service delivery across centers, ensuring SLAs, financial accountability, and contractual compliance.

You will manage budgets, drive ITSM improvements, mentor CSRs and technicians, and build partnerships with NASA leadership and program management. The preferred location is Stennis Space Center, MS, with travel to NASA centers as needed.

Qualifications

• Bachelor's degree and at least five years in leadership roles.
• Experience leading customer-facing teams in complex enterprise IT or service delivery.
• Proven success managing customer relationships, operational performance, and budgets.
• Strong leadership, planning, analytical, and problem-solving skills.
• Excellent written and verbal communication, including executive presentations.
• Experience managing budgets, forecasts, and metrics.
• Knowledge of enterprise IT infrastructure, networks, data centers, and change management.
• Ability to lead multiple priorities in a dynamic environment.

Responsibilities

• Provide strategic leadership for customer service delivery meeting objectives and SLAs.
• Act as primary customer relationship manager with NASA leadership and stakeholders.
• Lead customer reviews, governance meetings, and executive briefings.
• Drive ITSM-based process improvements and continuous service improvement.
• Lead solution development including requirements, ROMs, RFPs, modifications.
• Manage project budgets, forecasts, labor, schedules, risks, and compliance.
• Identify and mitigate risks while leading change and service transition.
• Coach and develop CSRs and Technicians, promoting engagement.
• Build partnerships across engineering, operations, and program management; escalation point.

Skills

Leadership

Customer relationships

Executive communication

Strategic planning

Budget management

Risk management

ITIL knowledge

Education

Bachelor's degree

Tools

IT infrastructure

Networking

Data centers

Change management

ITSM

Job description

Leidos Inc. seeks a Customer Service Delivery Manager to lead NASA service delivery across centers, ensuring SLAs, financial accountability, and contractual compliance.

You will manage budgets, drive ITSM improvements, mentor CSRs and technicians, and build partnerships with NASA leadership and program management. The preferred location is Stennis Space Center, MS, with travel to NASA centers as needed.