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Customer Engagement Manager
Ref No.: 19-00469
Location: Washington, District of Columbia
Position Type:Contingent
Experience Level: 10 Years
Start Date: 09/20/2019
Job Req -Additional Info
Shift Work?:No
Work Schedule:TBD
Clearance Requirement:Secret Clearance
Customer Engagement Manager
The Customer Engagement Manager shall be responsible for engaging with customers and stakeholders to ensure services are delivered to meet customer and business requirements. The Customer Engagement Manager manages ITESS service level agreements (SLAs) and service level objectives (SLOs) service targets and interfacing with process/service owners/managers that are responsible for delivery of those services in CCS and IRM. The Customer Engagement Manager will ensure SLAs and SLOs take into consideration the customer perspective and are
not inward business side centric and is accountable for human-centric design. The Customer Engagement Manager is accountable for customer satisfaction.
It is required that the Customer Engagement Manager have the experience, qualifications and certifications listed below:
  • ITIL Intermediate Level Certified. Please state relatedexam/exams.
  • Experience managing established and developing new service levels on acontract/TO similar to the requirements in theRFQ.
  • Experience engaging customers to determine requirements as well as gaugingcustomer satisfaction.
  • Experience incorporating human-centric/user centric design on a program of similar size andscope.
It is desirable that the Customer Engagement Manager has the following experience, qualifications and certifications:
  • Experience managing established service levels and developing new service levels similar to the requirements in the RFQ on a contract with a large Governmentagency.
  • ITIL Expert Level Certified. Please state relatedexam/exams.
  • Demonstrative experience implementing and tracking the performance of services and processes that incorporated the tenants of User-centered and/or Human-centereddesign.
  • Experience transitioning from single variable metrics to customer facing multi- dimensionalmetrics.
  • A relevant educationaldegree.