You will lead the engagement model for a vulnerability and patch management managed service, overseeing stakeholder mapping, service reviews, and escalation quality. You will coach a team of three agency CSMs, manage cross-agency issues, and maintain executive reporting for the client. This role requires a high level of coordination across multiple business units to ensure service excellence and operational stability.
Mission
This is a contract-dependent role supporting a federal agency's vulnerability and patch management operations. Success requires managing multiple internal stakeholder groups, coordinating remediation activities across distributed teams, and maintaining operational stability through disciplined change control and on-call responsibilities.
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 lead the engagement model for a vulnerability and patch management managed service, overseeing stakeholder mapping, service reviews, and escalation quality. You will coach a team of three agency CSMs, manage cross-agency issues, and maintain executive reporting for the client. This role requires a high level of coordination across multiple business units to ensure service excellence and operational stability.
What you'll do
• Lead agency engagement, stakeholder mapping, and executive reporting processes.
• Coach and mentor three agency Customer Success Managers.
• Coordinate the resolution of complex cross-agency issues and manage high-level escalations.
• Produce clear runbooks and evidence while explaining technical findings to stakeholders.
• Collaborate with remediation coordinators, testing teams, and approved vendors.
• Maintain an auditable case history, manage operational risks, and identify when specialist support is required.
• Adhere to disciplined change control, maintenance schedules, and critical on-call responsibilities.
• Distinguish between successful installation and validated remediation, functional acceptance, and authorized closure.
• Analyze technical findings to identify dependencies, propose actions, and secure required approvals.
What you bring
• At least five years of experience in enterprise customer or service management.
• Proven track record of coordinating multiple business units within a large organization.
• Recent production experience in technology management, troubleshooting, and documentation.
• Experience collaborating directly with customer asset and application owners.
• Ability to provide a detailed skills matrix identifying areas where you can lead, back up, or execute with recent evidence.
• Proficiency in handling failed remediations, including decisions to stop, recover, or roll back.
• Strong communication skills for managing unresponsive owners and resolving cross-agency change conflicts.
• Commitment to protecting customer data and working strictly within approved access levels.
• Ability to travel onsite as required by the client and meet all necessary screening and access conditions.
Required skills
- Customer success
- Stakeholder management
- Service reviews
- Executive reporting
- Team coaching
- Escalation management