Deputy Customer Success Manager

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Deputy Customer Relationship Manager
Location:
Washington, D.C. Area (On-Site)

Travel:
Minimal (up to 10%)

Clearance:
Active or ability to obtain Public Trust Clearance

Job Description
: GridIron IT is seeking a Deputy Customer Relationship Manager local to Washington, DC. 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:
Program Management & Leadership

• 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.
• Customer-Facing Engagement & Stakeholder Coordination
• 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.

Documentation & Deliverables:
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
• All deliverables must be professionally written and presented, with a consistent standard of quality that meets government requirements.
• Support integrated project teams in planning, engineering, testing, and implementing new solutions led by government engineering leads.

Qualifications:
Education & Experience:

• Bachelor s degree in Business, Information Technology, or related field.
• 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.

Skills & Competencies:

• 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.

Additional Requirements:

• U.S. citizenship required.
• Must be eligible to obtain and maintain a Public Trust clearance.
• On-site work required in Washington, D.C.
• Minimal travel required (up to 10%)

Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Compensation and Benefits:

Salary Range:
$130,000-$160,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits:
Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.
Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.