Deputy Regional Service Delivery Manager
govcioMcLean, VA
Deputy Regional Service Delivery Manager
govcioMcLean, VA
2 days ago
Industries
Administrative Management and General Management Consulting ServicesComputer Systems Design ServicesOther Management Consulting ServicesAbout the role
Overview:
In this role you will ensure services meet customer outcomes and maximize value, collaborating with customers to deliver an end-to-end, customer-centric experience. You will help define XLAs aligned with desired outcomes and satisfaction metrics. The position supports a nationwide, onsite delivery footprint and reports to a Program Manager, driving quality-focused, outcome-driven service delivery.
Responsibilities:
- Ensure services align with customer outcomes to maximize value
- Collaborate with customers throughout the period of performance to deliver an end-to-end customer-centric experience
- Define, refine, and co-create experience-level agreements (XLAs) that include customer satisfaction measures
Key requirements:
- Bachelor's degree (or relevant experience) and 12 years experienceBS degree in a related field and 10 years experience leading the quality function on a large agency-wide IT support contract serving ~80K personnel
- Experience in quality standards, QA/QC processes and methods, quantitative analysis to derive quality metrics
- Knowledge of SLA-based performance metrics
Clearance:
ability to obtain and maintain a Public Trust clearancecollaborativestakeholder engagementanalytical thinkingquality standardsQA/QC processesquantitative data analysis
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JOB OVERVIEW
Experience level
Manager
Location
McLean, VA
Occupation
Quality Control Systems Managers
Industry
Administrative Management and General Management Consulting Services
Posted
2 days ago
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