NorthHill Technology Resources has a need for a Service Delivery / Customer Engagement Manager to support a Federal Program in Springfield, VA.
This is a direct-hire role with our client, a fast-growing Federal Integrator. Excellent compensation, benefits and company culture.
Due to the nature of the work, US Citizenship and an active Top-Secret Clearance is required. Will sponsor for CI Polygraph.
Service Delivery / Customer Engagement Manager
The User Facing and Data Center Services (UDS) program provides data center services and support to NCE / NCW. The program relies on our Service Delivery team to build and maintain customer relationships and ensure customer satisfaction.
Service Delivery Managers (SDMs) are assigned to specific mission area's supporting numerous customer programs across the agency.
The Service Delivery Manager is responsible for efficient oversight and management of customer issues, requests, initiatives, metrics, and projects, in addition to tracking and understanding customers' future IT needs roadmaps.
The Service Delivery team is comprised of project managers whose primary responsibility is to serve as the primary POC for our customer base.
The selected candidate will interface with various stakeholders to include, but not limited to, engineers, government and senior leadership, vendors, and other departments / groups internal and external to the program.
The selected candidate will have strong customer service and communication skills, be organized and comfortable with public speaking and briefing, and will be proactive and proficient at out of the box problem solving.
EDUCATION : BA / BS
EXPERIENCE : 5+ years of related experience
- TS / SCI cleared
- Understanding of the NCE / NCW mission and experience with GEOINT systems
- Highly organized with the ability to strategically think about operational needs and opportunities, while always taking a customer and partner-centric approach
- Must demonstrate familiarity (technical and performance requirements) with customer IT systems and segments
- Experience in systems engineering and roadmap development in support of customer initiatives and requirements
- Understands the "why" behind customer needs and can clearly articulate it to others
- Ability to inspire and work collaboratively with individuals of highly diverse cultures in a global and virtual environment and effectively communicate technical issues in a non-technical manner
- Excellent troubleshooting and problem-solving skills involving large, complex systems
- Possess strong analytical, organizational, and decision-making skills
- Excellent verbal and written communication skills
- Skilled in working with Federal customers in classified areas
DESIRED SKILLS :
- SharePoint Design
- Microsoft Office Products (Excel, PowerPoint, Project, Word)
- Service+ / ServiceNow (Service Request and Analytics modules)
- Project Management / Agile experience
- Requirements Management experience
- Supervisory experience
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