Mission-Critical CS Delivery Manager

Via Logic LLC; Cleveland (OH); On-site; USD 108,000 - 195,000; Full time

Benefits offered by this job

Competitive compensation

Health and Wellness programs

Income Protection

Paid Leave and Retirement

Job summary

Leidos is seeking a Customer Service Delivery Manager to lead NASA service delivery across centers, ensuring SLAs, financial performance, and compliance. You will build trusted relationships with NASA leadership, direct ITSM improvements, and oversee budgets, schedules, and staff development in a high-stakes, matrixed environment.

Ideal candidates demonstrate 5+ years of leadership, excellence in executive communication, and experience with enterprise IT delivery for federal programs.

Qualifications

• Bachelor's degree and 5+ years of leadership experience.
• Experience leading customer-facing teams within a complex enterprise IT or service delivery environment.
• Proven 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, including executive-level presentations and customer engagement.

Responsibilities

• Provide strategic leadership for customer service delivery, ensuring services meet objectives and SLAs.
• Serve as the primary customer relationship manager with NASA leadership and internal stakeholders.
• Lead customer reviews, governance meetings, and executive briefings to improve services.
• Drive ITSM-based process improvements, performance metrics, and continual service improvement.
• Lead solution development including requirements, ROMs, RFP responses, and contract mods.
• Manage budgets, forecasts, labor utilization, schedules, risks, and contract compliance.
• Identify and mitigate risks while leading organizational change and service transition.
• Coach and develop CSRs and Technicians to boost engagement and accountability.
• Build partnerships across engineering, operations, and program management; escalate critical incidents.

Skills

Leadership

Customer relations

Strategic planning

Communication

Budget management

Change management

Cross-functional

Executive briefs

Problem solving

Education

Bachelor's degree

Tools

ITIL

PMP

SAFe

Job description

Leidos is seeking a Customer Service Delivery Manager to lead NASA service delivery across centers, ensuring SLAs, financial performance, and compliance. You will build trusted relationships with NASA leadership, direct ITSM improvements, and oversee budgets, schedules, and staff development in a high-stakes, matrixed environment.

Ideal candidates demonstrate 5+ years of leadership, excellence in executive communication, and experience with enterprise IT delivery for federal programs.