Strategic ITSM & Customer Delivery Leader

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

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.