Operations/Customer Service Delivery Manager

Operations/Customer Service Delivery ManagerGovCIO is currently hiring for an Operations/Customer Service Delivery Manager for our NIH-CIT proposal. This position will be located in Bethesda, MD and is a remote/hybrid position.ResponsibilitiesThe CSDM role's responsibilities include but are not limited to:Work with the NS program manager to plan, develop, and engage in a customer outreach effort to communicate and collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvementWork with the Section Managers and the customer liaisons to address customer concerns raised from customer interactions and update the planned architecture initiatives, analysis, and roadmaps.Proactively manage operational delivery assurance using CONNECT to monitor SLAs and KPIs. Maintain high performance levels for service-related processes and recommending improvement activities wherever necessaryOversee a team of customer liaisons who will assist in providing enhanced communication and performance monitoring duties. The liaisons are each responsible for their own customer base and form the Service Delivery Team to provide transparency and awareness of the Network Services activities.Establish effective communication between stakeholders for current service delivery, service improvement opportunities, anticipated future needs based on current trends, and requirement refinementAssist technical teams with customer business goals and objects understanding to improve customer satisfactionDevelop a deep understanding of projects to gain insights into the scope of service deliveryTake accountability for service delivery performance, meeting customer expectations, and driving future demandAnalyze third-party as well as internal processes, and creating strategies for service delivery optimizationRecommend methods of improvement to ensure on time for service delivery upgradesQualificationsBachelor's with 8-12 years (or commensurate experience)Experience overseeing a team of customer liaisons who will assist in providing enhanced communication and performance monitoring duties.Experience planning, developing, and engaging in a customer outreach effort to communicate and collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvement.Clearance Required: Must be able to obtain and maintain NIH/CIT Public TrustCompany OverviewGovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?What You Can ExpectInterview & Hiring ProcessIf you are selected to move forward through the process, here's what you can expect:During the Interview Process Virtual video interview conducted via video with the hiring manager and/or teamCamera must be onA valid photo ID must be presented during each interviewDuring the Hiring Process Enhanced Biometrics ID verification screeningBackground check, to include: Criminal history (past 7 years)Verification of your highest level of educationVerification of your employment history (past 7 years), based on information provided in your applicationEmployee PerksAt GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:Employee Assistance Program (EAP)Corporate DiscountsLearning & Development platform, to include certification preparation contentTraining, Education and Certification AssistanceReferral Bonus ProgramInternal Mobility ProgramPet InsuranceFlexible Work EnvironmentAvailable to full-time employeesOur employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.Posted Salary RangeUSD $135,000.00 - USD $144,497.00 /Yr.