You will serve as a dedicated relationship lead for the client's Vulnerability and Patch Management managed service, covering agency and HQ stakeholders. Your primary goal is to discover asset owners, secure technical decisions, coordinate business communications, and escalate operational blockers to ensure successful remediation.
Mission
This position supports a Vulnerability and Patch Management managed service contract for a federal customer spanning multiple agencies and HQ stakeholders. The role is contingent on contract award and will drive successful remediation outcomes across a distributed portfolio of agency accounts.
About this role
About this opening: this is a permanent position employed by Reveald, and it depends on Reveald winning the contract it is bidding for. No security clearance is required. To be confirmed: salary (depends on experience), location, work arrangement and onsite days, on-call expectations, number of hires and start date.
You will serve as a dedicated relationship lead for the client's Vulnerability and Patch Management managed service, covering agency and HQ stakeholders. Your primary goal is to discover asset owners, secure technical decisions, coordinate business communications, and escalate operational blockers to ensure successful remediation.
What you'll do
• Provide named relationship coverage for seven agency/HQ accounts, managing a workload split across the team.
• Secure acknowledgments for vulnerabilities and coordinate user communications regarding patching schedules.
• Identify and escalate operational risks and blockers to ensure timely service delivery.
• Maintain disciplined change control, auditable case histories, and clear documentation for all actions.
• Produce technical runbooks and evidence to explain findings to agency stakeholders and remediation teams.
• Collaborate with testing teams, vendors, and remediation coordinators to validate functional acceptance.
• Support the agreed service window, maintenance schedules, and critical on-call responsibilities.
• Analyze findings to identify affected services, dependencies, and required approvers for each action.
• Manage unresponsive owners and cross-agency change conflicts through formal escalation processes.
• Differentiate between successful installation and validated remediation for authorized case closure.
What you bring
• Three or more years of experience in technical service coordination with strong customer communication skills.
• Proven production experience in technology management, troubleshooting, and documentation.
• Expertise in managing disciplined change control and protecting sensitive customer data.
• Ability to identify when specialist support is required and collaborate across technical lanes.
• Ability to provide a skills matrix showing recent, evidence-based experience in leading or coordinating technical tasks.
• Experience explaining failed remediations and managing recovery or rollback decisions.
• Skill in creating silent installers, detection logic, or vendor safety plans depending on the specific technical lane.
Required skills
- Technical service coordination
- Customer communication
- Stakeholder management
- Escalation management
- IT service management