Responsibilities

Responsibilities

As a Program Manager, you will lead the performance of all work under the serving as the contractor’s named lead with full authority to act on all contract matters.

You will be responsible for the overall management of enterprise IT customer support services delivered to approximately 13,000 across 167 field sites. You will serve as the principal point of contact for the Contracting Officer (KO) and Contracting Officer Representative (COR), oversee a geographically dispersed workforce, and ensure compliance with ITIL 4 framework and ISO 20000-1:2018 alignment across all service delivery activities.

Highlights of Responsibilities:

• Lead overall program performance for the contract, including service delivery, customer experience outcomes, financial performance, and compliance with all contractual obligations.
• Serve as the named contractor lead with full authority to act on contract matters; act as principal point of contact for the COR and KO.
• Manage and lead a geographically dispersed workforce of varying skill levels delivering enterprise IT customer support across primary and field sites.
• Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
• Provide program-level oversight of IT Service Delivery operations including service desk, communications support, service management, and risk management functions.
• Drive continuous service improvement initiatives in collaboration with leadership; manage program-level metrics, Acceptable Quality Levels (AQLs), and performance reporting.
• Engage with senior Government Executive customers to align program direction with mission requirements and emerging priorities.
• Oversee the development and submission of contract deliverables including monthly performance reports, IPR materials, and CDRL submissions.
• Lead surge response planning and execution per PWS Task 16 requirements; coordinate cleared-personnel resource decisions across program functions.
• Maintain DoD 8570/8140 IAM Level III certification currency and ensure all personnel meet applicable workforce qualification requirements.

Qualifications

Requirements:

• Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
• Active PMP (Project Management Professional) certification.
• DoD 8570/8140 IAM Level III certification.
• ITIL 4 currency for framework administration.
• Demonstrated executive-level program leadership in DoD/IC enterprise IT service delivery environments.
• Strong customer service orientation with proven ability to engage senior Government Executive customers.
• Proven analytical, problem-solving, and decision-making abilities under high-pressure conditions.
• Excellent written, oral, and interpersonal communication skills.
• Demonstrated leadership of geographically dispersed teams in service delivery environments.
• Team-oriented and skilled in working within a collaborative, mission-focused environment.

Education and Experience:

Required Education/Experience: Bachelor’s degree preferred; equivalent experience considered. Minimum ten (10) years of recent experience (within the last 15 years) managing complex projects of similar size, scope, and complexity to this contract. Minimum ten (10) years of experience as a Program Manager in a DoD or IC environment performing in a subject area related to the contract (e.g., IT management or computer science), including program/project leadership of IT Service Delivery at an enterprise level. Prior similar DoD agency experience is a plus.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.