Varmoda is seeking an experienced and client-focused Account Manager to oversee the delivery of Microsoft Power Platform application support services for a public-sector client. This remote role will serve as the primary client liaison, managing support requests, project governance, budget tracking, approvals, and reporting. The ideal candidate has experience managing IT support engagements, preferably within government environments, and excels at coordinating stakeholders, technical teams, and operational processes to ensure timely, transparent, and successful service delivery.
Roles and Responsibilities- Serve as the client's single point of contact for all support requests, estimates, status updates and escalations on a production Power Platform application.
- Manage the full lifecycle of every work order: intake, prioritization, written estimate, client approval, delivery and client acceptance. No hours are used without written client authorization.
- Track hours used against each work order's not-to-exceed ceiling and the annual hours pool. Send client alerts when 50%, 75% and 90% of the pool has been used.
- Lead weekly or biweekly status meetings. Prepare a monthly utilization and performance report covering hours by work order, pool balance, burn rate, defects, releases and risks.
- Maintain a release calendar with change-freeze windows around the client's financial reporting and filing periods. Coordinate emergency (Priority 1) fixes during freezes with client approval.
- Run a four-tier priority and three-tier escalation process. Priority 1 issues are acknowledged within four business hours.
- Reconcile approved hours against timesheets and invoices before billing, and lead quarterly reviews and year-end transition documentation.
Relevant Experience- 8+ years in IT project, program or delivery management.
- 3+ years managing hours-based, time-and-materials or as-needed support contracts, preferably for state or federal government clients.
- Experience working with finance, accounting or other business stakeholders who rely on accurate financial data.
- Hands-on experience with enhancement and maintenance support for business applications, including change control and release management.
- Experience preparing utilization, budget tracking and performance reports for client leadership.
Education- Bachelor's degree in Information Technology, Computer Science, Business Administration or a related field.
Skills (Tools and Technology)- Work tracking: Azure DevOps, Jira, ServiceNow or similar.
- Reporting: Microsoft Excel (advanced), Power BI dashboards for utilization reporting.
- Collaboration: Microsoft Teams, SharePoint Online, Microsoft 365.
- Timekeeping and labor tracking: Deltek Costpoint or similar systems.
- Working knowledge of the Microsoft Power Platform (Power Apps, Power Automate, Power BI) and of application lifecycle management (ALM), well enough to review technical estimates.
- Strong written communication, risk management and stakeholder management.
Certifications- Required: PMP (Project Management Professional).
- Preferred: PMI-ACP or Certified ScrumMaster (CSM); ITIL 4 Foundation; Microsoft Certified: Power Platform Fundamentals (PL-900).
