Customer Service Delivery Manager

Jobtailor; Alabama; On-site; USD 120,000 - 150,000; Full time

Job summary

Jobtailor seeks an accomplished senior leader to direct customer service delivery for high-stakes IT programs, including NASA partnerships. The role emphasizes strategic leadership, enterprise IT infrastructure knowledge, and cross-functional collaboration to exceed SLAs and contractual commitments.

The successful candidate will drive governance, customer engagements, and service improvements while mentoring CSRs and technicians in a fast-paced, mission-driven environment.

Qualifications

• Bachelor's degree and at least five 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.
• ITIL, PMP®, SAFe®, or comparable professional certifications preferred.
• Experience supporting NASA or other Federal Government programs preferred.
• Knowledge of NASA missions, enterprise IT environments, and service delivery operations preferred.
• U.S. Citizenship is required
• Ability to obtain and maintain any required government security clearance or Public Trust

Responsibilities

• Provide strategic leadership for customer service delivery, ensuring services meet objectives, SLAs, and contractual requirements.
• Serve as the primary customer relationship manager, partnering with NASA leadership, the AEGIS PMO, and internal stakeholders.
• Lead customer reviews, governance meetings, and executive briefings.
• Identify opportunities to improve services and expand customer value.
• Drive operational excellence through ITSM best practices, process improvement, and performance metrics.
• Lead solution development activities, including requirements, ROMs, RFP responses, contract modifications, and service enhancements.
• Manage project budgets, forecasts, labor utilization, schedules, risks, and contract compliance.
• Monitor operational performance through key performance indicators.
• Identify and mitigate risks across operational, financial, technical, and delivery aspects.
• Lead organizational change and service transition initiatives.
• Lead, coach, mentor, and develop CSRs and Technicians.
• Promote employee engagement, accountability, and succession planning.
• Build collaborative partnerships across engineering, operations, and program management.
• Serve as the escalation point for customer issues and critical incidents.

Skills

Leadership

Customer Relationship Management

IT Service Management (ITSM)

Budget Management

Change Management

Strategic Planning

Communication Skills

Problem-Solving Skills

Cross-Functional Leadership

Education

Bachelor's degree

Tools

ITIL

PMP

SAFe

Data Center Knowledge

Job description

• 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
• Lead customer reviews, governance meetings, and executive briefings
• Identify 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
• Monitor operational performance through key performance indicators
• Identify and mitigate operational, financial, technical, and service delivery risks
• Lead organizational change and service transition initiatives
• Lead, coach, mentor, and develop Customer Service Representatives (CSRs) and Technicians
• Promote employee engagement, accountability, and succession planning
• Build collaborative partnerships across engineering, operations, and program management organizations
• Serve as the escalation point for customer issues and critical incidents

Requirements

• Bachelor's degree and at least five 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
• ITIL, PMP®, SAFe®, or comparable professional certifications preferred
• Experience supporting NASA or other Federal Government programs preferred
• Knowledge of NASA missions, enterprise IT environments, and service delivery operations preferred
• U.S. Citizenship is required
• Ability to obtain and maintain any required government security clearance or Public Trust

Core Competencies

Demonstrates strategic leadership in customer service delivery, focusing on operational excellence through IT Service Management best practices, while effectively managing customer relationships and cross-functional teams. Possesses strong analytical, organizational, and communication skills to drive performance metrics and service improvements.

Highest-signal resume keywords

• Customer Relationship Management
• IT Service Management (ITSM)
• Budget Management
• Leadership Experience
• Change Management

ATS Optimization Keywords

Hard Skills

• Operational Performance Monitoring
• Performance Metrics
• Process Improvement-
• Service Level Agreements (SLAs)
• Contract Compliance
• Risk Management
• Solution Development
• Data Center Knowledge
• Wireless Technologies
• Enterprise IT Infrastructure

Soft Skills

• Strategic Planning
• Analytical Skills
• Organizational Skills
• Problem-Solving Skills
• Communication Skills

Certifications & Qualifications

• ITIL
• PMP®
• SAFe®

Industry Keywords

• NASA Missions
• Federal Government Programs
• Service Delivery Operations
• Customer Engagement
• Employee Engagement