ITSM Program Manager

The ideal candidate is a seasoned leader with a deep understanding of federal IT environments, exceptional communication skills, and proven expertise in managing large, complex programs.

Role-Specific Duties:

• Oversee the execution of program delivery and operations for federal ITSM contracts.
  
• Develop program strategies and goals to meet or exceed service-level agreements (SLAs) and performance objectives.
  
• Oversee the integration of ITIL best practices, ensuring standardized processes across all service desk operations.
  
• Provide oversight and direction across multiple portfolios.
  

Team Management:

• Lead, mentor, and supervise service delivery teams to ensure optimal performance and professional growth.
  
• Establish clear roles, responsibilities, and accountability within the program team.
  
• Foster a culture of collaboration, innovation, and customer-centric service delivery.
  

Stakeholder and Client Engagement:

• Serve as the primary point of contact (POC) for federal clients, ensuring clear communication and stakeholder alignment.
  
• Serve as liaison between internal project teams and partners to support delivery operations on ITSM contracts.
  
• Build and maintain strong client relationships to support program success and future opportunities.
  
• Conduct regular meetings with clients and stakeholders to provide updates, resolve issues, and discuss program improvements.
  
• Develop and implement program policies, procedures, and performance metrics to ensure service quality and efficiency.
  
• Monitor key performance indicators (KPIs) and ensure timely reporting to clients and stakeholders.
  
• Identify, manage, and mitigate risks to ensure successful program execution.
  

Compliance and Governance:

• Ensure compliance with federal IT and security standards, including FISMA, NIST, ISO, CMMI, and agency-specific policies.
  
• Maintain detailed documentation and reports to meet federal auditing and compliance requirements as well as internal program quality controls.
  
• Drive continuous improvement initiatives to enhance compliance and operational efficiency.
  

Technology and Innovation:

• Promote the adoption of innovative technologies to improve service desk capabilities and reduce operational costs.
  
• Stay abreast of emerging trends in ITSM and federal IT regulations to guide program enhancements.
  

Required Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
  
• 8+ years of experience managing large-scale IT programs, including 5+ years in federal contracting environments, specifically with enterprise service desks.
  
• Demonstrated success in managing multi-million-dollar contracts and meeting/exceeding SLA commitments.
  
• ITIL Expert or Managing Professional certification.
  

Preferred Qualifications:

• Demonstrated ability to grow program contracts and identify new opportunities.
  
• Skill in managing multiple task orders/contracts simultaneously while leveraging partner resources, such as those in a joint venture or with specialized subcontractors.
  
• PMP or PgMP certification.
  
• Master’s degree in business or a related field.