Join Sky Solutions, LLC - Pioneering Digital Transformation Excellence!
Sky Solutions is a trusted partner in government contracting, empowering federal agencies with cutting-edge IT solutions. Our expertise spans AI-first enablement, delivering innovative solutions and advanced cybersecurity, fortifying digital ecosystems against emerging threats and digital transformation through low-code/no-code development, cloud solutions, and agile methodologies. We simplify complex processes and deliver breakthrough results for federal clients across healthcare, financial services, and national security.
Job Title: ServiceNow Program Manager - IRS
Location: Tysons Corner, VA (Hybrid / Remote)
Duration: Fulltime
Job Description
We are seeking an experienced
Program Manager to lead the delivery of enterprise IT operations, maintenance, modernization, and enhancement services supporting the
Internal Revenue Service (IRS). The Program Manager will provide overall program leadership and management across ServiceNow platform operations, application enhancements, integrations, upgrades, production support, transition activities, and continuous improvement initiatives.
The ideal candidate will have strong experience managing
large-scale Federal IT programs, preferably involving ServiceNow or enterprise IT service management environments, and will be responsible for ensuring that technical teams deliver high-quality services on schedule, within established performance objectives, and in alignment with IRS priorities.
Key Responsibilities- Provide overall program management, leadership, and oversight for IRS enterprise ServiceNow operations, maintenance, development, enhancement, integration, and upgrade activities.
- Serve as the primary management interface between the contractor team and IRS stakeholders, including government program leadership, technical teams, business stakeholders, and the Contracting Officer's Representative (COR).
- Develop, maintain, and manage the Integrated Master Schedule (IMS) covering program activities, milestones, dependencies, deliverables, releases, upgrades, and transition activities.
- Establish and maintain program plans, work plans, schedules, milestones, action-item tracking, and performance metrics.
- Manage multiple concurrent workstreams and ensure resources are appropriately assigned to meet changing priorities and workload demands.
- Lead bi-weekly program/status meetings with IRS stakeholders and provide clear visibility into accomplishments, upcoming activities, dependencies, risks, issues, and required decisions.
- Manage program risks, issues, assumptions, dependencies, and corrective actions, including development and execution of mitigation strategies.
- Monitor program performance against established Service Level Agreements (SLAs), performance objectives, quality standards, schedules, and deliverables.
- Ensure timely preparation and submission of required weekly, monthly, quarterly, and annual program and performance reports.
- Oversee the delivery and quality of program artifacts, including project plans, implementation plans, status reports, roadmaps, training/enablement plans, transition plans, and other contractual deliverables.
- Coordinate ServiceNow platform upgrades, releases, enhancements, deployments, and production activities, ensuring appropriate planning, testing, stakeholder communication, and post-implementation support.
- Oversee the management of the ServiceNow development and enhancement backlog, prioritization of requirements, sprint activities, release planning, and delivery commitments.
- Coordinate with technical leads, architects, developers, administrators, business analysts, and other SMEs to ensure requirements are understood and delivered effectively.
- Ensure development and enhancement activities remain aligned with IRS business priorities and leverage out-of-the-box ServiceNow capabilities where appropriate.
- Coordinate organizational readiness, communications, training, knowledge transfer, and user adoption activities associated with platform enhancements and upgrades.
- Oversee transition-in, onboarding, ramp-up, knowledge acquisition, and transition-out activities to ensure continuity of operations and minimal disruption to IRS services. The PWS specifically requires a knowledge-transfer plan with resources, risks, mitigation strategies, dependencies, deliverables, milestones, and a detailed schedule.
- Ensure appropriate knowledge transfer to IRS personnel through documentation, training, mentoring, briefings, and hands-on support.
- Coordinate with IRS stakeholders on filing-season readiness, operational readiness, disaster recovery planning/testing, platform health assessments, and upgrade planning.
- Monitor platform operational performance, service availability, incident trends, enhancement requests, and workload, escalating issues when appropriate.
- Coordinate root-cause analysis and corrective actions for significant incidents and ensure follow-up activities are tracked through resolution.
- Support continuous improvement initiatives by identifying opportunities to improve processes, platform capabilities, service quality, user experience, and operational efficiency.
- Coordinate annual and periodic planning activities, including strategic roadmaps, enhancement plans, upgrade plans, product planning, and process improvement recommendations.
- Manage contractor personnel, including staffing plans, onboarding, workload allocation, performance management, resource balancing, and surge requirements.
- Coordinate with subcontractors and partner organizations, when applicable, to ensure responsibilities, schedules, deliverables, and dependencies are clearly managed.
- Maintain effective quality assurance and quality control processes across program activities and ensure corrective actions are implemented when performance gaps are identified.
- Ensure program activities comply with applicable IRS security, privacy, records management, accessibility, and Federal IT requirements.
- Maintain clear and accurate program documentation and ensure deliverables are complete, traceable, and delivered according to contractual requirements.
Required Qualifications- Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related discipline.
- 8+ years of experience managing IT programs or complex technology projects, preferably within Federal Government environments.
- Demonstrated experience managing enterprise IT operations, application development, modernization, or ServiceNow/ITSM programs.
- Experience managing multiple technical teams and concurrent workstreams in a complex enterprise environment.
- Strong experience with program planning, integrated scheduling, resource management, risk and issue management, quality management, and performance reporting.
- Experience managing projects using Agile/Scrum and/or hybrid delivery methodologies.
- Experience managing technology releases, production deployments, upgrades, and operational support activities.
- Strong understanding of IT Service Management (ITSM) processes, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Experience managing Service Level Agreements (SLAs), performance metrics, operational KPIs, and service reporting.
- Strong experience communicating with Federal government stakeholders and senior technical/business leadership.
- Excellent written and verbal communication skills, with the ability to translate technical issues into clear program-level status, risks, impacts, and recommendations.
- Experience developing and managing Integrated Master Schedules (IMS), program plans, transition plans, and executive-level status briefings.
- Experience supporting transition-in/transition-out and knowledge-transfer activities.
- Ability to manage changing priorities, overlapping tasks, workload fluctuations, and time-sensitive production activities.
Preferred Qualifications- Experience supporting the IRS or another large Federal civilian agency.
- Experience managing a ServiceNow enterprise platform or ESM program.
- ServiceNow certification such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or Certified Application Developer (CAD).
- PMP, PgMP, PMI-ACP, or equivalent program/project management certification.
- Experience with ServiceNow modules such as ITSM, ITOM, ITAM, CMDB/CSDM, SPM, HRSD, CSM, or SecOps.
- Experience with ServiceNow platform upgrades, integrations, application development, and production operations.
- Experience supporting Filing Season readiness, disaster recovery, operational readiness, or other mission-critical Federal IT environments.
- Experience working within Federal change-management, governance, security, and compliance processes.
Compensation:
The expected compensation range for this position is $130,000 - $200,000 annually. Compensation is determined in good faith and may vary based on job-related factors, including relevant experience, skills, education, certifications, clearance level, labor category alignment, contract requirements, work location, internal equity, and business needs.
The posted range reflects the Sky's reasonable estimate at the time of posting and does not guarantee a specific salary or rate. Final compensation will be determined based on the selected candidate's qualifications and applicable contractual and business considerations.
Sky Solutions Benefits & Culture at a Glance- Healthcare & Wellness
- Medical, dental, and vision coverage tailored to your needs.
- Supplemental options like life insurance, disability, HSA/FSA available.
- Time Off & Work-Life Balance
- Starting at 15 PTO days per year, increasing with tenure.
- Plus 11 paid holidays to recharge and spend time with loved ones.
- Professional Growth & Development
- Annual education stipend.
- Access to thousands of online courses.
- Formal mentorship programs for career advancement.
- Inclusive Culture
- "One Team” mentality focused on collaboration and belonging.
- Recognized as a Great Place to Work® for six years straight.
To learn more about life at Sky Solutions, visit our Careers page: Careers - Sky SolutionsAt Sky Solutions, LLC, we welcome applications from all qualified candidates who share our vision and values.