The ideal candidate combines federal cloud delivery experience with strong customer engagement, operational discipline, and cross-functional leadership. This individual can translate complex requirements into executable plans, resolve delivery obstacles, and communicate performance and risks clearly to government stakeholders and senior leadership. Working closely with the Program Manager and functional leads, the Director translates program objectives into delivery priorities and manages execution across growth, security, and sustainment activities. The role oversees service readiness, introduction of new capabilities, provisioning and deployment performance, service incident coordination, and lifecycle management. Success is measured by reliable delivery, responsive customer support, timely execution, and repeatable processes that support new task orders and sustained mission outcomes.
Internal Responsibilities
Own day-to-day service delivery performance across supported classification levels and ILs, ensuring execution aligns with contract requirements, approved commitments, and customer expectations.
Coordinate service readiness and the introduction of new capabilities to meet customer needs and agreed delivery schedules.
Manage the delivery path from catalog availability through ordering, provisioning, deployment, and transition to operational support; track dependencies and resolve delays.
Serve as the operational delivery interface with government stakeholders, coordinating customer communications and escalating contractual or program-level decisions to the Program Manager.
Lead integrated delivery schedules, readiness reviews, and execution tracking; coordinate delivery inputs to customer requirements, requests for information, and task order proposals with program management and matrixed support leads.
Coordinate service catalog content, service descriptions, and availability information with Engineering and other contributors to support accurate customer communications and delivery planning.
Lead the development and maintenance of service management and lifecycle processes, operational plans, and supporting documentation.
Oversee service incident processes, customer notifications, operational escalations, and corrective action tracking in coordination with Engineering and Cybersecurity.
Coordinate service lifecycle activities, including introduction, changes, sustainment, retirement, and customer transition planning.
Maintain delivery metrics, risks, issues, and action plans; provide accurate status and supporting evidence for program reviews and customer reporting.
Improve repeatable delivery processes to accelerate new task order readiness, support program growth, and strengthen customer outcomes.
External Responsibilities
Own day-to-day service delivery performance across supported classification levels and ILs, ensuring execution aligns with contract requirements, approved commitments, and customer expectations.
Coordinate service readiness and the introduction of new capabilities to meet customer needs and agreed delivery schedules.
Manage the delivery path from catalog availability through ordering, provisioning, deployment, and transition to operational support; track dependencies and resolve delays.
Serve as the operational delivery interface with government stakeholders, coordinating customer communications and escalating contractual or program-level decisions to the Program Manager.
Lead integrated delivery schedules, readiness reviews, and execution tracking; coordinate delivery inputs to customer requirements, requests for information, and task order proposals with program management and matrixed support leads.
Coordinate service catalog content, service descriptions, and availability information with Engineering and other contributors to support accurate customer communications and delivery planning.
Lead the development and maintenance of service management and lifecycle processes, operational plans, and supporting documentation.
Oversee service incident processes, customer notifications, operational escalations, and corrective action tracking in coordination with Engineering and Cybersecurity.
Coordinate service lifecycle activities, including introduction, changes, sustainment, retirement, and customer transition planning.
Maintain delivery metrics, risks, issues, and action plans; provide accurate status and supporting evidence for program reviews and customer reporting.
Improve repeatable delivery processes to accelerate new task order readiness, support program growth, and strengthen customer outcomes.
