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Operations/Customer Service Delivery Manager

• Posted 60+ days ago • Updated 8 hours ago

Full Time

USD $135,000.00 - 144,497.00 per year

GovCIO

Fitment

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Job Details

Skills

Recruiting
Customer Service
Proposal Writing
Roadmaps
KPI
Network
Effective Communication
Customer Satisfaction
Accountability
Optimization
Service Delivery
Management
Communication
Performance Monitoring
Collaboration
Security Clearance

Summary

GovCIO 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.

Responsibilities

The 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 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 recommending 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 objects 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 creating strategies for service delivery optimization
Recommend methods of improvement to ensure on time for service delivery upgrades

Qualifications

Bachelor'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 Trust

Posted Salary Range

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 7263
Posted 30+ days ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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