Program & Delivery Manager (Federal Services)

Key Responsibilities

• Program & Delivery Management

  • Provide executive oversight of programs, projects, and task orders within the assigned customer portfolio.
  • Ensure projects are delivered on schedule, within budget, and in accordance with contractual scope and customer expectations.
  • Establish/monitor project plans, milestones, staffing requirements, risks, dependencies, and corrective actions.
  • Ensure contractual deliverables are complete, accurate, high quality, and submitted on time.
  • Identify and escalate delivery, staffing, financial, or customer risks and drive issues through resolution.
  • Foster and maintain strong working relationships with the customer leadership, serving as the primary program escalation point for the customer.
  • Capture program successes and performance metrics in support of True Zero’s Business Development efforts.

• Personnel Management & First-Line Supervision

  • Serve as the first-line supervisor for assigned employees, providing day-to-day leadership, coaching, guidance, and performance management.
  • Oversee the performance management process, working with assigned employees to establish clear performance expectations and align individual goals with project, account, customer, and organizational objectives.
  • Conduct regular one-on-one meetings with assigned personnel to review performance, workload, professional development, engagement, and concerns.
  • Complete employee performance evaluations and provide timely, constructive feedback and recognition.
  • Identify professional development opportunities and support employee career growth, training, certifications, and advancement.
  • Address employee performance or conduct issues promptly and consistently in coordination with HR and Delivery leadership.
  • Review and approve employee timecards, leave requests, and other personnel actions in accordance with company policies and contractual requirements.
  • Monitor employee utilization, workload, assignment status, and availability to ensure effective deployment of resources.
  • Support employee retention by proactively identifying and addressing engagement, workload, career development, and assignment concerns.
  • Participate in recruiting, interviewing, hiring, onboarding, assignment, promotion, and offboarding activities for resources supporting the account.
  • Maintain regular communication with employees working at customer locations or in remote environments to ensure continued connection with company leadership and culture.
  • Coordinate staffing transitions and succession planning to minimize disruption to customers and program delivery.

• Account Growth

  • Develop and execute an account growth strategy for the assigned customer group.
  • Identify opportunities to expand existing programs through additional scope, task orders, contract vehicles, and adjacent customer requirements.
  • Establish and track account-level goals for revenue, backlog, funded work, and team/headcount growth.
  • Partner with business development and capture teams to identify, qualify, shape, and pursue new opportunities.
  • Maintain awareness of customer priorities, budgets, acquisition strategies, upcoming procurements, and competitive activity.
  • Translate anticipated growth opportunities into staffing and recruiting forecasts to ensure resources are available to support expansion.

• Customer Relationship Management

  • Serve as the primary, senior point of contact and trusted partner for key customer stakeholders.
  • Develop and maintain relationships with government program leadership, contracting stakeholders, technical leaders, and other relevant customer personnel.
  • Conduct regular customer engagement and account reviews to assess performance, priorities, risks, and future opportunities.
  • Monitor customer satisfaction and proactively address performance concerns.
  • Ensure the delivery organization understands evolving customer mission objectives and priorities.
  • Balance customer requirements with responsibility for the professional development, performance, and well-being of assigned personnel.

• Contract Compliance & Administration

  • Maintain oversight of contractual requirements, including scope, funding, period of performance, labor categories, staffing requirements, deliverables, and reporting obligations.
  • Partner with Contracts and Finance to ensure compliance with contract terms and applicable company and government requirements.
  • Monitor contract funding, burn rates, ceilings, option periods, and other key contractual milestones, and work with Finance to ensure TZT Unanet details are maintained and updated as needed.
  • Ensure personnel are appropriately aligned to authorized labor categories, work locations, and contractual requirements.
  • Ensure assigned personnel understand and comply with applicable customer, contract, security, timekeeping, and company requirements.

• Financial & Operational Management

  • Maintain accountability for the financial performance of the account and its underlying programs.
  • Review revenue, labor utilization, project costs, margins, forecasts, and other financial performance indicators.
  • Maintain a target of approximately 50% individual billable utilization through direct customer engagement or program delivery responsibilities.
  • Ensure employee and subcontractor timekeeping is accurate, timely, and aligned to authorized project and contract charge codes.
  • Review and approve timekeeping for assigned personnel in accordance with established company processes.
  • Review and support timely, accurate customer invoicing and resolve billing discrepancies or issues.
  • Coordinate with Finance to maintain accurate revenue and staffing forecasts.
  • Identify financial or operational variances and implement corrective actions.

• Metrics & Reporting

  • Establish and maintain an account-level performance scorecard.
  • Track and report key metrics including revenue, margin, staffing/headcount, utilization, vacancies, deliverable status, customer satisfaction, invoice status, contract funding, contract/employee burn, and growth pipeline.
  • Provide regular account performance reports and forecasts to Federal Services Director.
  • Maintain visibility into program risks, issues, opportunities, and corrective actions.
  • Ensure leadership has accurate and timely information to support resource allocation and business decisions.

• Team & Organizational Leadership

  • Provide leadership and direction to Program Managers, Project Managers, technical leads, and other delivery personnel supporting the account.
  • Build a cohesive account team with clear lines of accountability across delivery, personnel management, customer engagement, and growth.
  • Ensure appropriate staffing levels and proactively address recruiting, retention, performance, and succession needs.
  • Coordinate with Recruiting and HR to forecast staffing requirements and fill critical positions.
  • Promote accountability, communication, collaboration, and consistent delivery practices across the account.
  • Develop future leaders by delegating responsibility, mentoring high-performing employees, and creating opportunities for increased responsibility.
  • Foster a culture of customer service, operational excellence, professional development, and accountability.

Key Deliverables:

• Engagement delivery plans, staffing plans, and status reporting for assigned engagements.
• Utilization and capacity forecasts aligned to pipeline and active work.
• Engagement financial reporting: budget, gross margin, and profitability by engagement.
• SOWs, change orders, and contract-compliance documentation.
• Team development plans, performance reviews, and certification/upskilling roadmaps.
• Contributions to delivery methodologies, templates, service catalogs, and SOPs.
• Thought-leadership outputs (whitepapers, blogs, accelerators) and representation at events.