You will lead the integrated service delivery for the client’s Vulnerability and Patch Management managed service, overseeing staffing, partner performance, and transition acceptance. This role focuses on executive communication, managing contractual deliverables, and handling critical escalations to ensure operational excellence. You will be responsible for driving corrective actions and maintaining high standards across a complex multi-team service environment.
Mission
This position supports a client's cybersecurity infrastructure through managed vulnerability and patch management services. The role is contingent on Reveald winning the contract it is currently bidding for.
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 integrated service delivery for the client’s Vulnerability and Patch Management managed service, overseeing staffing, partner performance, and transition acceptance. This role focuses on executive communication, managing contractual deliverables, and handling critical escalations to ensure operational excellence. You will be responsible for driving corrective actions and maintaining high standards across a complex multi-team service environment.
What you'll do
• Own all aspects of integrated service delivery, including agency performance and corrective action plans.
• Manage disciplined change control, troubleshooting, and documentation while collaborating with asset and application owners.
• Maintain auditable case histories, protect customer data, and escalate operational risks appropriately.
• Produce clear runbooks and evidence to explain findings to stakeholders, testing teams, and vendors.
• Support agreed service windows, maintenance schedules, and critical on-call responsibilities.
• Provide a detailed skills matrix with evidence of your ability to lead, back up, and coordinate specific technical lanes.
• Analyze findings to identify service dependencies and required approvers during technical assessments.
• Manage change and recovery by explaining remediation failures and executing rollback decisions.
• Navigate stakeholder scenarios involving unresponsive owners and cross-agency change conflicts.
• Verify the difference between successful installation, validated remediation, and authorized closure.
• Execute role-specific tasks such as passive finding analysis, silent installer logic, and manual case queue reconciliation.
What you bring
• Eight or more years of experience in service operations.
• Three or more years of experience leading a multi-team managed service.
• Proven experience in the specific technology lane assigned with a focus on production environments.
• The ability to identify when specialist support is needed rather than claiming unsupported expertise.
• Strong communication skills for coordinating with CSMs, remediation coordinators, and agency stakeholders.
• Experience providing sanitized runbooks or equivalent walkthroughs of recovery processes.
• Demonstrated ability to document escalations and formal decisions clearly.
Required skills
- Leadership
- Managed services
- Service operations
- Executive communication
- Contract deliverables
- Escalation management