Job Description

Service Delivery/Customer Engagement Manager

TS/SCI clearance required

Springfield, VA

170k-180k/year

Marathon TS is currently hiring for a TS/SCI cleared Service Delivery/Customer Engagement Manager joining our team to support our intelligence customer in Springfield, VA or St. Louis, MO.

HOW A SERVICE DELIVERY/ CUSTOMER ENGAGEMENT MANAGER WILL MAKE AN IMPACT

In this position a typical day includes:

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: 8+ years of related experience

REQUIRED SKILLS:

• 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

Location: On Customer Site

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").

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