Role Description:

As a Capability Support Manager for Defense Unicorns, you will lead a team that builds proficiency in deploying our Mission Capabilities across multiple technical baselines. The team will be responsible for Service Level Agreements (SLAs) for our Defense Unicorns Mission Capabilities and will need to be postured for on call support. This team will train and set up customers (internal and external) for initial deployment success and on-going upgrade support. Given those interactions, this team will often serve as the first point of contact when our Mission Heroes need support with the deployment/upgrade of our Products.

This position is for a newly established team that needs to define its interactions with other pieces of the organization. You, along with the Tech Lead, will work across Departments to ensure our Heroes have the best experience and we can drive engineering efficiencies.

Responsibilities:

Please note, this position will require being on call to support our Service Level Agreements (SLAs).

• Serves as Manager for a Capability Support team
• Lead the team to become proficient in deploying our capabilities across multiple baselines
• Fulfill our SLAs and provide the best support experience that our users have ever encountered
• Help define a system for work tracking and execution that provides transparency
• Serve as the Customer Success representative for external customers of our Products
• Collaborates with Tech Lead to establish a technical roadmap for mission outcomes and SLA fulfillment, and facilitate feedback between Delivery, Product, and Growth
• Share and facilitate feedback from Delivery segment with Product segment regarding Defense Unicorns’ OSS projects and capabilities (productized services)
• Follow company best practices in strategies for building Delivery solutions (ie bundling pattern for Packages)
• Balance priorities from users, customers, stakeholders, and the team to deliver mission value in a scalable way
• Fosters an environment for Unicorn growth, mentorship, and coaching within the team
• Fosters an environment for Defense Unicorns values and principles to thrive
• Understand potential inbound work from our Opportunities and be poised to support
• Help onboard new Delivery engineers, getting them up to speed on our open source projects, our marketed capabilities, and engineering best practices and lessons learned

Travel Expectations: 10-25%

The listed responsibilities are not exhaustive and additional responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is able to adapt and take on new responsibilities as they arise.

Preferred Experience and Qualifications:

• Proficient in Hero (customer) expectation management and active communication
• Proficient in translating pain points to root cause problems and working with engineers to troubleshoot issues to get our Heroes’ environments back up and running
• Proficient in modern software development processes and practices, including DevSecOps, Continuous Delivery, and User-Centered Design
• Expertise with modern software development processes and practices, including DevSecOps, Continuous Delivery, User-Centered Design, and Value Stream Architecture, and varying Agile frameworks; able to apply and adapt principles and ceremonies from different frameworks to suit the team, the product, and the mission objectives
• Experience managing cross functional engineering teams
• Experience leading a team that support SLAs, including on call rotations and triage (if necessary)
• Experience running and evolving training sessions for engineers with varying skill levels so they can easily get up to speed on Defense Unicorns technology
• Experience building an operating budget for a team and executing on that budget to deliver organizational objectives defined for the team
• Experience defining the scope of a team and its organizational interactions to deliver on defined organizational objectives
• Skilled in expectation management across different personas
• Experience and passion for software delivery for Mission Success within the tech industry or Department of Defense
• Hold a security clearance/Eligible to apply for a security clearance.
• Familiarity with federal government contracts and different personas involved to deliver value
• Exhibit enough technical depth to understand architectural decisions and translate in a way that stakeholders, users, and the team can understand and be aligned on