Deputy Customer Relationship Manager

About the position

We are seeking an experienced Deputy Customer Relationship Manager to support a complex IT operations program within the U.S. Department of Justice (DOJ). This on-site role supports day-to-day management and oversight of a large team delivering services across network infrastructure, cloud platforms, application development, cybersecurity, engineering, workstation management, data analysis, and enterprise architecture. The DPM must be highly organized, self-reliant, and customer-focused, with the ability to manage operations, lead documentation efforts, and coordinate with government stakeholders in real time.

Responsibilities

• Serve as the point of contact for all contractor performance and deliverables under the task order, with authority to resolve issues, manage staff, and commit resources as needed.
• Work closely with Service Delivery Managers (SDMs) to manage personnel and ensure proper coverage for all IT functions.
• Organize, direct, and coordinate all task order activities, ensuring compliance with schedule, standards, documentation, staffing plans, and subcontractor management, if applicable.
• Actively lead performance reviews, staffing assessments, and corrective actions to maintain delivery excellence.
• Ensure all contract obligations are proactively managed for sustained performance throughout the period of performance.
• Interface regularly with the COR, CO, and Government Program Manager to provide updates, align on goals, and resolve any emerging concerns.
• Lead or support regular governance and status meetings, providing agendas, action items, and meeting minutes as required.
• Coordinate with engineering and operations teams to support smooth transition of solutions into production and implementation of DevOps-aligned practices.
• Support the implementation and adoption of enterprise-wide capabilities with minimal user disruption, ensuring collaboration across engineering, development, and operations functions.
• Ensure that all required program documentation is developed, maintained, and submitted, including but not limited to: meeting agendas, notes, and reports; System Engineering Life Cycle (SELC) documentation; As-Built drawings and SOPs; Security documents, waivers, accepted risks, ISAs; Use case scenarios, concepts of operations, and product documentation.
• Support integrated project teams in planning, engineering, testing, and implementing new solutions led by government engineering leads.

Requirements

• Bachelor's degree in Business, Information Technology, or related field with 8+ years of relevant experience. Additional experience may be considered in lieu of a degree.
• At least 7 years of experience in program or project management, including leadership of large, multi-functional IT teams.
• Familiarity with federal IT environments and experience in managing programs that include cloud, engineering, cybersecurity, endpoint support, app development, and enterprise architecture.
• Strong understanding of IT operations and DevOps principles within federal program delivery models.
• Excellent communication, interpersonal, and organizational skills.
• Ability to coordinate and lead diverse technical teams in a high-tempo environment.
• Proficiency in project documentation, deliverable tracking, and stakeholder communication.
• Proficient in Microsoft Office Suite, SharePoint, and collaborative tools; familiarity with ServiceNow or JIRA a plus.

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement