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IT Performance Metrics & Customer Experience Senior Leader

+ Reston, VA

+ Category: Subject Matter Expert

+ Type: Full-time

+ Min. Experience: Manager

Opportunity

Northramp is looking for an IT Performance Metrics & Customer Experience Senior Leader to lead the functional aspects of federal budget formulation and execution, ensuring the solution’s technology strategy, architecture, design, implementation, and ongoing operations/support align with the Office of Budget’s business needs.

The ideal candidate will have experience supporting federal technology and business leaders in modernizing the customer experience, improving IT performance management, and driving data-informed decision-making across an enterprise. You will have demonstrated your ability to independently lead major workstreams, apply critical thinking to complex challenges, and build strong relationships with senior customers and vendors to advance organizational priorities.

In this role, the consultant independently leads the OCIO’s Customer Experience and IT Performance Metrics workstreams, managing day-to-day client engagement, coordinating across multiple vendor teams, and delivering high-quality strategic and analytical products that support executive-level decision-making.

Occasional on-site support in Rockville, MD is required. Remote work may be approved based on client needs.

Key Responsibilities

IT Performance Management & Analytics

+ Lead the development, refinement, and governance of OCIO-wide IT performance metrics, KPIs, and dashboards.

+ Build, maintain, and optimize performance metric dashboards and data visualizations to support executive-level reporting and strategic decision-making.

+ Maintain and administer SharePoint Lists and related repositories used to track service metrics, definitions, metadata, performance targets, and data updates.

+ Serve as the primary owner of the IT Metrics SharePoint environment, ensuring accuracy, consistency, version control, and alignment of definitions across OCIO service areas.

+ Partner with service owners to document and update metric definitions, formulas, data source mapping, SLAs/targets, and reporting frequencies within the SharePoint-based framework.

+ Establish and manage processes for data validation, reconciliation, and quality assurance across SharePoint, ServiceNow, Power BI, and other tools.

+ Support the COR in developing and refining performance-based contractual language for a multi-vendor IT environment, including drafting and reviewing performance standards, SLAs, KPIs, and accountability structures.

+ Conduct analysis of system, program, and customer data to identify trends, risks, and opportunities for improvement across IT services.

+ Translate technical data into clear, actionable insights for technical and non-technical audiences, including CIO-level briefings.

Customer Experience (CX) Strategy & Delivery

+ Serve as a strategic advisor to OCIO leaders on customer experience, service quality, communications, and stakeholder engagement.

+ Lead CX research and analysis efforts—including journey mapping, voice-of-customer assessments, stakeholder interviews, and identification of service improvement opportunities.

+ Develop and deliver strategic briefings, leadership presentations, and decision-focused materials that support CX initiatives, digital strategy efforts, and executive communications.

+ Coordinate and support Advisory Board Meetings, including agenda planning, briefing development, stakeholder engagement, and synthesis of discussion outcomes.

+ Facilitate cross-functional discussions to identify pain points, prioritize CX opportunities, and align improvement actions across OCIO service areas.

+ Support implementation of CX initiatives aligned with federal guidance (e.g., OMB CX directives, NRC Digital Strategy, service improvement plans).

+ Tailor analyses, communications, and recommendations to technical and non-technical audiences across the organization.

Cross-functional Client Engagement & Program Support

+ Build trusted relationships with federal clients and serve as the primary point of contact for the performance management and CX workstreams.

+ Support contract performance through planning, tracking, reporting, and ensuring all deliverables meet Northramp’s quality expectations

+ Work with the client to identify evolving needs, capabilities, and opportunities for additional support.

+ Coordinate effectively across multiple vendor partners to ensure alignment and shared understanding of goals and progress.

+ Develop strategic plans, roadmaps, operating models, decision memos, and communications to support OCIO leadership.

Additionally, the ideal candidate can:

+ Communicate effectively with all levels of stakeholders, including CIOs, executives, program managers, and front-line staff, adjusting tone and content to the audience.

+ Develop clear guidance, SOPs, communication materials, and training content supporting IT service measurement and improvement.

+ Manage competing priorities and lead workstreams independently while maintaining a high bar for quality.

+ Demonstrate strong analytical, problem-solving, and data storytelling skills.

+ Mentor colleagues when appropriate and contribute to Northramp’s culture of continuous learning and improvement

+ Stay current on federal IT, CX, data and analytics, and AI-related policies and best practices.

Required Qualifications

+ Active Public Trust Clearance

+ Bachelor’s degree in Information Technology, Data Analytics, Computer Science, Public Administration, Business, or a related field.

+ 8+ years of experience supporting federal IT organizations, CIO offices, digital services, customer experience programs, or IT performance management initiatives.

+ Demonstrated ability to work independently, lead workstreams, proactively identify needs, and operate with minimal oversight in a fast-paced federal environment.

+ Exceptional oral and written communication skills, with the ability to translate technical concepts for both technical and non-technical audiences, including senior executives.

+ Strong analytical and problem-solving skills, with experience interpreting complex datasets, identifying trends, and using insights to drive decision-making.

+ Proficiency with Power BI, Excel, data modeling, SharePoint, and modern collaboration and analytics tools.

+ Familiarity with ITSM processes, performance management frameworks, ServiceNow, and multi-vendor IT operating models.

+ Demonstrated intellectual curiosity and ability to understand new systems, tools, and organizational dynamics quickly.

+ Ability to build trust and collaborate effectively with diverse stakeholders, including federal clients, vendor partners, and technical teams.

Preferred Qualifications

+ Master’s degree

+ Ability to expand work under existing contracts

Clearance

The selected applicants may be subject to a security investigation and must meet eligibility requirements for access to classified information, if required.

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About Northramp

Northramp helps clients cut through complexity to achieve clarity and make a lasting impact. We streamline IT operations, improve technical services, and maximize technology investments—always with a focus on delivering measurable value.

Our Commitment

At Northramp, we know diverse perspectives spark great ideas. We’re committed to equal opportunity and an inclusive workplace where everyone feels valued—because different backgrounds, identities, and experiences make us stronger as a team and sharper for our clients.

We provide reasonable accommodation for individuals with disabilities throughout the hiring process and employment. To request an accommodation, contact [email protected] or (866) 602-8688. Northramp is an Equal Opportunity Employer, supports pay transparency, and participates in E-Verify as a federal contractor to confirm employment eligibility in the United States. Learn more about your rights: EEO is the Law, EEO is the Law Supplement, and Pay Transparency Nondiscrimination Provision (https://www.eeoc.gov/poster) .