Technical Delivery Manager

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award. 

The Work 

At ICF our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal clients. We bring expertise in cloud, cybersecurity, enterprise architecture, data modernization, and digital transformation to support mission-critical government programs.  

Join a team accelerating the modernization of a large federal agency's enterprise data and analytics ecosystem. This cloud-based platform provides data storage, analytics, governance, and AI/ML capabilities that enable thousands of users to transform data into actionable insights. As demand continues to grow, the team is focused on migrating legacy workloads, streamlining onboarding and support, expanding platform capabilities, and helping organizations across the enterprise adopt modern data and AI solutions at scale. 

The Delivery Manager, Manages the Platform Enablement & Customer Solutions pod and leads delivery of Summit-specific training, white-glove technical enablement, customer demonstrations, customer-facing solutions, and post-provisioning support. Coordinates workload, delivery commitments, technical escalations, and adoption outcomes across technical writers, enablement engineers, and the Application/BI Engineer. Partners with the Service Designer, Lifecycle Operations Manager, Product Manager, and functional technical teams to remove adoption barriers and help customers realize value from Summit. 

Job Location: Remote, however, strong preference for candidates who live in the Washington DC Metro Area. There will be occasional onsite meetings on the client site in Washington, DC. 

*If you accept this position, you should note that ICF does monitor employee work locations, blocks access from foreign locations/foreign IP addresses, and prohibits personal VPN connections. 

What You Will Do: 

• Manages the Platform Enablement & Customer Solutions pod and leads delivery of Summit-specific training, white-glove technical enablement, customer demonstrations, customer-facing solutions, and post-provisioning support. 

• Coordinates workload, delivery commitments, technical escalations, and adoption outcomes across technical writers, enablement engineers, and the Application/BI Engineer. 

• Partners with the Service Designer, Lifecycle Operations Manager, Product Manager, and functional technical teams to remove adoption barriers and help customers realize value from Summit. 

• Apply Technical enablement, customer success, training delivery, workload management, white-glove support, analytics workflows, platform adoption, and cross-team escalation to support role delivery. 

• Collaborate with relevant product, engineering, security, governance, quality, and customer-facing stakeholders as required by the role. 

• Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement. 

Basic Qualifiations 

• U.S. Citizenship is required due to federal contract requirements. 

• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S. 

• Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years. 

• Bachelor's degree in Information Systems, Business Administration, Computer Science, Data Analytics, Training & Instructional Design, Service Management, Customer Experience, or related field; or a high school diploma with four (4) additional years of relevant experience in lieu of a bachelor's degree. 

• Minimum 6 years of relevant experience aligned to the responsibilities of this role. 

• Master's degree may substitute for two (2) years of relevant experience. 
  

Preferred Qualifications 

• Experience leading technical enablement, customer success, adoption, onboarding, training, or customer solutions teams supporting enterprise technology platforms. 

• Experience managing technical delivery teams responsible for customer onboarding, platform enablement, white-glove support, solution implementation, demonstrations, training delivery, and post-go-live support. 

• Experience supporting cloud-based analytics, data, AI/ML, or enterprise technology platforms, including the ability to communicate technical concepts to non-technical audiences. 

• Familiarity with modern data and analytics platforms such as Databricks, Azure Data Factory, Power BI, Azure Machine Learning, Delta Lake, Unity Catalog, or comparable cloud-based technologies. 

• Experience developing and delivering customer training programs, workshops, demonstrations, knowledge-transfer sessions, office hours, onboarding programs, and user enablement materials. 

• Experience coordinating workload, delivery commitments, resource planning, escalation management, and customer-facing delivery activities across multiple teams. 

• Experience supporting platform migration, analytics modernization, cloud adoption, self-service analytics, or AI enablement initiatives. 

• Experience working with technical writers, trainers, customer success personnel, business analysts, engineers, and product teams to improve adoption and customer outcomes. 

• Experience identifying adoption barriers, support trends, customer pain points, process inefficiencies, and improvement opportunities through metrics and customer feedback. 

• Experience with CRM, customer lifecycle management, intake, onboarding, case management, or service management platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Jira Service Management, or similar tools. 

• Experience developing and reporting on customer adoption metrics, utilization metrics, customer satisfaction measures, support trends, onboarding performance, and time-to-value indicators. 

• Experience creating technical documentation, user guides, onboarding content, playbooks, training curricula, job aids, and knowledge management artifacts. 

• Strong communication, presentation, facilitation, and stakeholder management skills with the ability to engage executives, technical teams, and end users. 

• Experience collaborating with Product Managers, Service Designers, Engineers, Governance teams, AI/ML teams, and Customer stakeholders to improve customer success outcomes. 

• Experience supporting Federal government, healthcare, or other highly regulated environments preferred. 

• Experience working within Agile, Scrum, SAFe, or cross-functional technology delivery teams. 

Professional Skills: 

• Highly effective analytical, problem-solving, and decision-making capabilities. 

• Excellent written and verbal communication skills, with the ability to work effectively across technical and non-technical audiences. 

• Strong organization, attention to detail, and the ability to prioritize and manage multiple responsibilities. 

• Collaborative approach with a commitment to quality, accountability, and continuous improvement. 

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Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration.  Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact [email protected] for assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$74,090.00 - $125,954.00Nationwide Remote Office (US99)