Operations/Customer Service Delivery Manager Job at Jobs via Dice in Bethesda

Operations/Customer Service Delivery Manager

GovCIO is currently hiring for an Operations/Customer Service Delivery Manager for our NIH‑CIT proposal. The position is located in Bethesda, MD and is a remote/hybrid role.

Responsibilities

• Work with the NS program manager to plan, develop, and engage in a customer outreach effort to communicate, collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvement.
• Work 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 recommend improvement activities wherever necessary.
• Oversee 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 refinement.
• Assist technical teams with customer business goals and object understanding to improve customer satisfaction.
• Develop a deep understanding of projects to gain insights into the scope of service delivery.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze third‑party as well as internal processes, and create strategies for service delivery optimization.
• Recommend methods of improvement to ensure timely service delivery upgrades.

Qualifications

• Bachelor's degree 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 Trust.

Company Overview

GovCIO 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. 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 Expect

Interview & Hiring Process

• Virtual video interview conducted via video with the hiring manager and/or team; camera must be on; a valid photo ID must be presented during each interview.
• Enhanced biometrics ID verification screening.
• Background check, to include criminal history (past 7 years), verification of your highest level of education, and verification of your employment history (past 7 years), based on information provided in your application.

Employee Perks

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment
• Available to full‑time employees

Equal Opportunity Employer

GovCIO is 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 Range

USD $135,000.00 - USD $144,497.00 /Yr.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Project Management and Information Technology

Industries

Software Development