Program Manager

Overview

The Program Manager is responsible for directing a high-performing technical organization to ensure the successful delivery of information processing and support services. This role oversees multiple site teams and managers, translating organizational objectives into operational plans while optimizing personnel, technologies, and methodologies to meet current and future business needs. The leader drives performance by meeting KPIs and SLAs, strengthening workforce capabilities, and fostering a culture centered on people development, customer focus, and continuous improvement. Through strategic planning, budget stewardship, resource modeling, and the implementation of ITSM best practices, this role ensures reliable and efficient service delivery for the client.

Responsibilities

• Plans, directs, and coordinates the strategic, operational, and tactical activities of individuals responsible for the delivery of information technology support services.
• Develops and implements clear operational objectives and plans for the
• Identifies and assembles the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements.
• Aligns organizational objectives with detailed, executable work plans for the
• Develop contingency plans to address changes in business needs and operating
• Participates in operational meetings with the client's delegated representatives both on-site and virtually
• Ensure high-performing technical teams operate effectively in a secure manner
• Accountable for meeting KPIs and SLAs related to performance
• Develop and implement strategies to attract staff and retain top talent within staffing
• Foster a people-focused culture with an emphasis on career development and customer
• Drive continual improvement through strategic analysis of trends and data, delivering actionable
• Enable a collaborative and innovative work environment to support team growth
• Manage resource allocation and budget planning to optimize operational efficiency and identify cost savings to the client.
• Evaluate resource modeling strategies, automation, or service improvements to deliver more efficient services that result in savings to the customer.
• Ensure compliance with industry and regulatory standards
• Leverage and implement industry best practices such as ITIL to optimize service
• Analyze ticket trends, anticipate client needs, and propose action plans to proactively address challenges and issues across a broad scope of services to optimize service delivery.
• Implement process improvement methodologies to evaluate and adapt current processes to improve productivity, streamline workflows, and reduce costs.
• Collaborate with cross-functional teams and stakeholders to align organizational goals
• Develop and implement performance objectives, process improvements, and professional development plans aligned with business needs.
• Maintain the health and security of our customers' IT experience, ensuring reliable, repeatable, and secure performance
• Oversee end-to-end delivery of IT and operational services to ensure alignment with client expectations and contractual requirements.
• Serve as the primary point of contact for client delivery matters, ensuring timely communication, issue resolution, and strong partnership with client stakeholders.
• Lead operational reviews and participate in client meetings to provide updates on performance, risks, and improvement initiatives.
• Coordinate cross-functional teams to support seamless delivery of services across multiple labs and technical

Qualifications

• Bachelor's Degree in a related field plus five (5) years of
• In lieu of a degree, ten (10) years' total relevant experience is
• U.S. Citizenship is required.
• Ability to obtain and maintain a Security Clearance
• Strong understanding of KPIs, SLAs, and performance
• Demonstrated ability to develop and implement talent acquisition and retention
• Expertise mentoring, guiding, and providing performance feedback and corrective action to team members performing a management role.
• Expertise in strategic planning and continual improvement
• Exceptional leadership and people management
• Strong communication and interpersonal
• Ability to manage budgets and resources
• Travel required up to 15%.

Preferred Qualifications:

• Relevant certifications such as PMP, ITIL, KCS or
• In-depth understanding of ITSM best
• Experience working within ServiceNow
• Experience with advanced technological solutions
• Visionary leadership with the ability to inspire and motivate
• Strategic thinker with a focus on long-term
• Strong decision-making capabilities
• Adaptable and resilient in a dynamic workplace
• Commitment to fostering a diverse and inclusive
• Exemplary integrity and ethical
• Excellent problem-solving
• Ability to build strong and trusting relationships with internal and external stakeholders

Salary: $225-000-$275,000

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.