Customer Service Delivery Manager

About the role

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.

Primary Responsibilities

• 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.
• Serve as the escalation point for customer issues and critical incidents.
• 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.
• 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.
• Foster positive labor-management relationships by administering collective bargaining agreements, employee relations, grievance resolution, performance management, and just cause principles while ensuring compliance with the National Labor Relations Act (NLRA) and other applicable labor laws.
• Build collaborative partnerships across engineering, operations, and program management organizations.

Basic Qualifications

• Bachelor's degree and at least five years of leadership experience, or an equivalent combination of education and 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.
• Experience with collective bargaining agreements, grievance administration, labor-management relations, and application of just cause principles.
• Working knowledge of the National Labor Relations Act (NLRA) and Unfair Labor Practices (ULPs).
• Ability to independently lead multiple priorities in a dynamic, customer-focused environment.

Preferred Qualifications

• Three to five years supervising union-represented employees.
• 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.

Pay And Benefits

Pay Range $107,900.00 - $195,050.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work).

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.