The Customer Success / Service Delivery Lead is the senior authority responsible for driving positive stakeholder engagement, service adoption, customer satisfaction, and effective service delivery coordination across all functional areas of Client's enterprise IT support program. This individual serves as the primary champion for Client's end-user experience, ensuring that IT services are delivered in a manner that meets the needs of CLIENT staff, leadership, and mission stakeholders at every level of the organization. This role requires a unique combination of strong interpersonal and communication skills, deep understanding of IT service delivery principles, and the ability to translate complex technical service performance data into clear, actionable insights for both technical and non-technical audiences. The Customer Success / Service Delivery Lead serves as the voice of the customer within the contractor team, ensuring that end-user needs, satisfaction trends, and service adoption challenges are surfaced, prioritized, and addressed through a structured, data-driven approach to customer success and service delivery improvement. This individual must be capable of operating autonomously - managing complex stakeholder relationships, service delivery coordination activities, and customer success initiatives within delegated authority without escalation to government personnel for routine or moderately complex matters - and must demonstrate expert-level knowledge of customer success practices, IT service delivery management, and stakeholder engagement in a Federal enterprise environment. Key Responsibilities: Customer Success Leadership & Strategy: - Lead the customer success and service delivery team in delivering effective stakeholder engagement, service adoption support, and customer satisfaction management across Client's enterprise IT environment - Develop and maintain a customer success strategy that identifies key stakeholder groups, service adoption opportunities, satisfaction improvement priorities, and engagement activities - Establish and maintain customer success standards, procedures, and quality benchmarks aligned with ITIL 4 service management practices and industry customer success best practices - Serve as the primary voice of the customer within the contractor team, ensuring that end-user needs, satisfaction trends, and service adoption challenges are communicated and addressed across all functional areas - Monitor customer satisfaction metrics and service adoption data, taking proactive action to identify and address trends before they escalate to formal complaints or service failures - Coordinate with the Service Management Lead on service level performance, customer satisfaction reporting, and continual service improvement initiatives Service Adoption & Communications: - Lead development and delivery of IT service communications, including service announcements, maintenance notifications, new service introductions, and user-facing guidance materials - Coordinate with the Release / Environment Manager and functional area leads on user communications for planned service changes, releases, and maintenance activities - Develop and maintain a service communications library, including email templates, intranet content, quick reference guides, and user-facing knowledge base articles - Support development and delivery of end-user training materials and training programs that drive adoption of new and existing IT services and tools - Coordinate with the Microsoft Infrastructure team, End-User Services Lead, and Applications & Integration Lead on service adoption initiatives for major platform updates and new capabilities - Monitor service adoption metrics and user engagement data, identifying opportunities to improve adoption through targeted communications, training, and support activities - Develop and maintain a service communications calendar, ensuring that stakeholders receive timely, accurate, and relevant information about IT services and planned changes Service Delivery Coordination: - Coordinate end-to-end service delivery activities across functional areas, ensuring that multi-team service requests, projects, and initiatives are delivered in a cohesive, well-coordinated manner - Serve as the coordination point for cross-functional service delivery activities that involve multiple contractor teams and Government stakeholders - Develop and maintain service delivery coordination procedures and communication frameworks that enable effective cross-team collaboration - Monitor service delivery performance against service level objectives, identifying and escalating delivery risks to the Contractor Program Manager and relevant functional area leads - Support development and maintenance of service delivery improvement plans, tracking progress and reporting outcomes to the Contractor Program Manager - Coordinate with the Service Management Lead on service delivery performance reporting and continual service improvement activities Training & Knowledge Development: - Lead development and delivery of end-user IT training programs, including onboarding training for new CLIENT employees, technology refresher training, and targeted training for major platform updates - Coordinate with functional area leads on training content development, ensuring that training materials accurately reflect current system configurations, procedures, and best practices - Develop and maintain a training content library, including instructor-led training materials, self-paced learning resources, quick reference guides, and video tutorials - Maintain a training calendar, tracking scheduled training sessions, completion rates, and participant feedback - Coordinate with the Customer Success team and End-User Services Lead on training delivery logistics, including scheduling, facility coordination, and virtual delivery platforms - Evaluate training effectiveness through participant feedback and knowledge assessment data, continuously improving training content and delivery based on results Service Catalog Management: - Support development and maintenance of Client's IT service catalog, ensuring that service descriptions, request procedures, and service level information are accurate, current, and accessible to CLIENT staff - Coordinate with functional area leads on service catalog content development and updates, ensuring that new and modified services are accurately reflected in the catalog - Develop and maintain user-facing service request guidance, including request submission procedures, approval workflows, and fulfillment timelines - Monitor service catalog usage and request trends, identifying opportunities to improve service accessibility and self-service adoption - Coordinate with the Service Management Lead on service catalog governance and ITSM platform configuration for service catalog management - Support development of self-service portal content and knowledge base articles that enable CLIENT staff to resolve common issues independently Escalation Management & Customer Advocacy: - Serve as the primary customer advocate for escalated service delivery issues and significant customer satisfaction concerns - Manage formal customer escalations, coordinating with relevant functional area leads on root cause analysis, remediation actions, and stakeholder communication - Develop and maintain customer escalation procedures, ensuring that escalated issues are tracked, communicated, and resolved in a timely and transparent manner - Provide regular status updates to stakeholders on open escalations, communicating resolution progress and expected timelines - Conduct post-escalation reviews to identify systemic issues and drive improvements that prevent recurrence - Maintain accurate escalation records in the Government ITSM platform, including escalation details, actions taken, and resolution outcomes Reporting & Analytics: - Develop and maintain customer success and service delivery reporting dashboards and templates - Generate routine and ad hoc reports on customer satisfaction, service adoption, stakeholder engagement, and service delivery performance for review by the Contractor Program Manager and Government stakeholders - Contribute customer success and service delivery data to Sprint metrics reporting, monthly performance dashboards, and Sprint Review demonstrations - Identify trends in customer satisfaction, service adoption, and stakeholder feedback, communicating findings and recommendations to the Contractor Program Manager - Support development of data-driven customer success and service delivery improvement recommendations - Provide accurate customer success data to support continual service improvement activities and Sprint Retrospectives Team Leadership & Development: - Lead, mentor, and supervise customer success and service delivery team members - Assign and prioritize customer success and service delivery work items in alignment with Sprint commitments and operational priorities - Ensure team members are cross-trained and capable of supporting all customer success functions to maintain coverage continuity - Conduct quality reviews of team members' work to ensure accuracy, completeness, and adherence to standards - Support recruitment, onboarding, and professional development of customer success and service delivery team personnel - Maintain bench depth and surge capacity to ensure complete coverage of customer success functions across all supported business hours Agile Delivery & Collaboration: - Actively participate in Agile Sprint Planning, Daily Coordination, Sprint Reviews, and Retrospectives - Maintain and contribute to the prioritized backlog for customer success and service delivery work items - Deliver committed Sprint work items at or above the 85% completion target - Provide timely and accurate updates on customer success status, stakeholder engagement activities, and service delivery performance to the Contractor Program Manager - Contribute actionable improvement recommendations to Sprint Retrospectives based on customer success observations, satisfaction data, and service delivery metrics Documentation & Knowledge Management: - Maintain comprehensive and current documentation of all customer success procedures, stakeholder engagement records, service communications, and training materials - Develop and maintain standard operating procedures, runbooks, and knowledge base articles for customer success and service delivery operations - Ensure all customer success and service delivery activities are accurately documented in the Government ITSM platform - Support transition-in and transition-out activities by providing complete and accurate customer success documentation, stakeholder relationship records, and training materials Required Qualifications: Experience: - Minimum 6-8 years of hands-on customer success, service delivery management, or IT stakeholder engagement experience in an enterprise environment - Demonstrated experience leading or supervising a customer success or service delivery team in a Federal or comparable enterprise environment - Proven experience developing and delivering IT service communications and end-user training programs at enterprise scale - Experience managing customer satisfaction programs, including survey design, data analysis, and improvement initiative management - Demonstrated experience coordinating cross-functional service delivery activities across multiple technical teams and Government stakeholders - Experience with ITIL 4 service management practices as applied to customer success and service delivery - Familiarity with IT service catalog management and self-service portal development - Experience in a Federal or private-sector enterprise environment of comparable scale, complexity, and security posture Technical Expertise: - Expert-level proficiency in: - Customer success strategy development and execution - Stakeholder engagement and relationship management - IT service communications and user-facing content development - End-user IT training program design and delivery - Customer satisfaction survey design, administration, and analysis - Service delivery coordination across multiple functional teams - Service catalog management and self-service portal content development - ITSM platform customer success and service management modules (e.g., ServiceNow) - Strong working knowledge of: - ITIL 4 service management practices, including service level management and continual service improvement - Microsoft 365 productivity tools and collaboration platforms as they relate to end-user adoption - Agile/Scrum delivery practices and integration with customer success activities - IT service performance metrics and data-driven improvement methodologies - Federal IT service delivery requirements and Government stakeholder engagement practices - Training content development tools and learning management systems - Data analytics and reporting tools for customer satisfaction and service delivery metrics Required Certifications (Must be current and unexpired throughout performance): - ITIL 4 Foundation (required) - Additional preferred certifications: - ITIL 4 Specialist: Drive Stakeholder Value (DSV) - HDI Customer Service Representative or equivalent - Project Management Professional (PMP) or equivalent - Certified Customer Success Manager (CC