Customer Service Delivery Manager

Join Our Team Are you a strategic leader who thrives in a complex, matrixed environment? Passionate about supporting NASA's mission through exceptional customer service and operational excellence? Join our team as a Customer Service Delivery Manager (CSDM) supporting our NASA customer. In this mission-critical leadership role, you will oversee service delivery across assigned NASA Centers, ensuring operational excellence, customer satisfaction, financial performance, and compliance with contractual commitments. You will build trusted customer relationships, lead high-performing teams, drive continuous improvement, and foster positive labor-management partnerships while supporting NASA's evolving mission. NOTE: This position is posted in multiple locations, but the preferred location is Stennis Space Center, MS.

Provide strategic leadership for customer service delivery, ensuring services meet mission objectives, contractual requirements, and Service Level Agreements (SLAs). Serve as the primary customer relationship manager, partnering with NASA leadership, the AEGIS PMO, and internal stakeholders to deliver exceptional customer service and operational performance. Lead customer reviews, governance meetings, and executive briefings while identifying opportunities to improve services and expand customer value. Drive operational excellence through IT Service Management (ITSM) best practices, process improvement, performance metrics, automation, and continual service improvement initiatives. Lead solution development activities, including customer requirements, proposals, ROMs, RFP responses, contract modifications, and service enhancements. Manage project budgets, forecasts, labor utilization, schedules, risks, and contract compliance while monitoring operational performance through key performance indicators. Identify and mitigate operational, financial, technical, and service delivery risks while leading organizational change and service transition initiatives. Lead, coach, mentor, and develop Customer Service Representatives (CSRs) and Technicians, promoting employee engagement, accountability, and succession planning. Build collaborative partnerships across engineering, operations, and program management organizations, serving as the escalation point for customer issues and critical incidents.

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. Experience supporting NASA or other Federal Government programs. Knowledge of NASA missions, enterprise IT environments, and service delivery operations. Additional Requirements: Ability to travel to NASA Centers as needed. Ability to support occasional after-hours operational activities and critical incidents. Ability to obtain and maintain any required government security clearance or Public Trust. Clearance requirements:  U.S. Citizenship is required. Ability to obtain and maintain any required government security clearance or Public Trust.

You are a collaborative, mission-driven leader who excels at building customer relationships, leading diverse