Deputy Regional Service Delivery Manager

GovCIO is currently hiring for

Deputy Regional Service Delivery Manager

for

User Experience Lead (SME). Ensures services align to desired customer outcomes and requirements to maximize value for the customer. Collaborates and co-creates with  customers throughout the period of performance to help the GCIO team deliver an end-to-end customer centric experience. Helps define, refine, and co-create experience-level agreements (XLAs) aligned with the customer’s expected outcomes that include elements such as customer satisfaction measures.

This position will be located in

multiple locations

and will be

an onsite

position

.

Generally reports to a Program Manager.

Responsibilities

User Experience Lead (SME)

Ensures services align to desired customer outcomes and requirements to maximize value for the customer

Collaborates and co-creates with customers throughout the period of performance to help the GCIO team deliver an end-to-end customer centric experience

Helps define, refine, and co-create experience-level agreements (XLAs) aligned with the customer’s expected outcomes that include elements such as customer satisfaction measures

Qualifications

Required Skills and Experience

Bachelor's degree (or relevent experience) and 12 years experience

BS degree in a related field and 10 years experience leading the quality function of a large agency-wide IT support contract that serves a user community of 80K agency personnel

Must have experience in quality standards, QA/QC processes and methods, quantitative analysis of program data to derive quality metrics, and knowledge of SLA-based performance metrics

Clearance Level: Ability to obtain and Maintain a public Trust clearabce

Preferred Skills and Experience

Posted Salary Range

USD $150,000.00 - USD $180,000.00 /Yr.