• Identify and prioritize growth opportunities across product portfolio, customer lifecycle, and multiple channels • Drive high-impact growth initiatives from concept to completion • Rigorously assess new opportunities • Develop a nuanced understanding of product, channels, and teams • Own quarterly OKR planning processes • Lead critical cross-functional projects

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description GovCIO is currently hiring for an Operations/Customer Service Delivery Manager for our NIH-CIT proposal. This position will be located in Bethesda, MD and is a remote/hybrid position. - Work with the NS program manager to plan, develop, and engage in a customer outreach effort to communicate and collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvement. - Work with the Section Managers and the customer liaisons to address customer concerns raised from customer interactions and update the planned architecture initiatives, analysis, and roadmaps. - Proactively manage operational delivery assurance using CONNECT to monitor SLAs and KPIs. Maintain high performance levels for service-related processes and recommending improvement activities wherever necessary. - Oversee a team of customer liaisons who will assist in providing enhanced communication and performance monitoring duties. The liaisons are each responsible for their own customer base and form the Service Delivery Team to provide transparency and awareness of the Network Services activities. - Establish effective communication between stakeholders for current service delivery, service improvement opportunities, anticipated future needs based on current trends, and requirement refinement. - Assist technical teams with customer business goals and objects understanding to improve customer satisfaction. - Develop a deep understanding of projects to gain insights into the scope of service delivery. - Take accountability for service delivery performance, meeting customer expectations, and driving future demand. - Analyze third-party as well as internal processes, and creating strategies for service delivery optimization. - Recommend methods of improvement to ensure on time for service delivery upgrades. Qualifications - Bachelor's with 8-12 years (or commensurate experience). - Experience overseeing a team of customer liaisons who will assist in providing enhanced communication and performance monitoring duties. - Experience planning, developing, and engaging in a customer outreach effort to communicate and collaborate on customer needs and seek customer input and feedback on service quality and suggested areas of improvement. - Clearance Required: Must be able to obtain and maintain NIH/CIT Public Trust. Benefits - Employee Assistance Program (EAP). - Corporate Discounts. - Learning & Development platform, to include certification preparation content. - Training, Education and Certification Assistance*. - Referral Bonus Program. - Internal Mobility Program. - Pet Insurance. - Flexible Work Environment. Company Description GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

• Lead and oversee analytics projects from inception to completion, ensuring timely delivery and high-quality outputs. • Develop and maintain strong relationships with key stakeholders and customers, understanding their needs and translating them into actionable analytics solutions. • Collaborate and provide expert guidance to the analytics team, fostering a culture of continuous learning and improvement. • Ensure the alignment of analytics projects with business value. • Monitor project progress, manage risks, prioritize actions, and ensure adherence to budgets and timelines • Present findings and recommendations to senior management and customers, effectively communicating complex data insights. • Stay updated with the latest trends and technologies in data analytics and apply them to improve our software • Work with customers to gather software requests and prioritize backlog with product teams • Do hands-on analytics work when needed to achieve project success (“analyst” to “partner” skillset and attitude)

• Provide a senior level executive professional to support the IWC Director - who is a highly motivated, self-starter, that has demonstrated experience of working with senior executives at the Department level. • Perform a comprehensive range of direct executive office support functions for the IWC Director. • Plan and manage the IWC Director’s calendar and evaluate emails and correspondences to determine and prioritize action items and coordinate responses within established deadlines. • Evaluate information from staff meetings and weekly reports to determine those that require action; plan, develop and maintain and system to generate reminders for completion deadlines. • Execute and monitor internal and external tasks, ensure collaboration and coordination on responses, ensure quality and completeness of responses, prepare for meetings, briefings, and IWC events. • Review all correspondence/assessments/packages for content accuracy, and completeness by ensuring information, background and references are complete and editing for appropriate format, grammar, and spelling. • Serve as the primary liaison and facilitate effective communication between the designated senior executives and other senior executives, management, and staff, both internal and external to the IWC. • Plan and manage workflow of issues by continuously adapting schedules based on accurate assessments of criticality, sensitivity, and confidentiality. • Effectively plan and resolve complex administrative problems by scheduling and when necessary, rescheduling planned meetings, identifying appropriate contacts, administering database files, and finding new information sources. • Prepare and send electronic Automatic Message Handling System (AMHS) cables for the IWC Director. • Utilize the AMHS for both IWC senior leadership travel and IWC events to US Embassies abroad. • Must obtain a SIPRnet account to read secure traffic on security situations in various countries. • Must access SIPRnet classified resources relating to IWC Director correspondence and coordination with U.S. Embassy personnel abroad. • Utilize Aircraft and Personnel Automated Clearance System (APACS) to request country clearances for classified and unclassified travel. • Plan and manage senior staff travel, budget, and correspondence to other GO/FO and SES level executives. • Manage senior level office staff functions to ensure efficient operations, allowing for maximum focus for the IWC Director and senior staff. • Perform other duties, as assigned.