DMI, LLC is seeking a Program Manager to join us. The Program Manager owns delivery and customer accountability for DMI's Maintenance and Systems Administration services to House Member, Committee, Leadership, and support offices, and serves as the contract's Authorized Contractor Representative. The role is the single point of authority to the Contracting Officer's Representative for performance, reporting, staffing, and subcontractor accountability across a Client Work Order model that scales from initial award to nationwide district office coverage. Until the Operations Lead is designated at Client Work Order award, the Program Manager also holds senior technical decision authority for the program

Duties and Responsibilities:

• Serve as the Authorized Contractor Representative and sole liaison to the Contracting Officer's Representative (COR), delivering periodic status reports for COR approval and notifying the House of any change in the ACR designation. 
• Deliver monthly electronic reports to the COR no later than the third business day of each month covering all required content: network devices installed, customer data disposal, call center ticket information, survey data, current customer list with services and changes, server and software inventory with versions, third-party applications touching House data, and staff information. 
• Meet with the COR at least monthly to review status reports, performance results, and outstanding issues, and respond to COR-requested meetings in a timely manner. 
• Hold delivery accountable to the mandatory response and resolution times - one-hour initial response, on-site arrival within four hours for DC and eight hours for district offices, resolution within twelve and eighteen hours respectively - and drive tiered escalation and root cause analysis when a threshold is at risk. 
• Work with each Client to monitor the addition and removal of covered equipment units, coordinate resulting support plan cost changes, certify monthly to the COR that data has been removed from replaced storage devices, and report new serial numbers within thirty days of installation. 
• Document any proposed Significant Change and hold implementation pending written House approval, escalating only through the Contracting Officer for anything affecting scope, terms, pricing, or schedule. 
• Manage subcontractor performance against service level commitments for nationwide district office dispatch, including on-site arrival verification and escalation when a partner misses a threshold. 
• Own program staffing: reach full operational capability on new Client Work Orders within thirty days, present qualified replacement candidates within three business days of a vacancy, complete onboarding within ten business days of COR approval, and scale surge capacity for Congressional Transition and peak periods. 
• Operate the program reporting and performance platform inside the House Microsoft 365 environment, sourcing metrics directly from the House system of record so that service level attainment, ticket volumes, and satisfaction data reach the COR without manual manipulation. 
• Run risk and quality governance, maintaining a risk register, triggering corrective action, process improvement, or service improvement plans in coordination with the COR, and submitting written audit remediation plans within ten business days of receiving results.

Education and Years of Experience:  

• Bachelor's degree in information technology, business management, or a related field. 
• DMI will consider an additional four years of directly relevant IT program management experience in lieu of a degree, provided the PMP requirement is met.
• Eight to ten years of progressive IT service delivery or program management experience, including direct profit-and-loss or delivery accountability on a federal or legislative branch contract. 
• Demonstrated experience as the contractor's named point of accountability to a government COR or equivalent, including formal status reporting, performance reviews, and issue escalation. 
• Experience managing to contractual response and resolution service level agreements across both headquarters and geographically distributed field locations. 
• Experience managing subcontractor or partner performance against service level commitments, including remedy and escalation enforcement.
• Working command of IT service management practice for incident, change, and configuration management within a customer-owned ticketing system of record.
• Prior U.S. House of Representatives, U.S. Senate, or legislative branch delivery experience, particularly Congressional Transition operations. 
• Experience with BMC Helix, ServiceNow, or a comparable enterprise IT service management platform. 
• Fluency building executive performance dashboards in Power BI or an equivalent reporting tool. 

Required Skills & Certifications

• Active Project Management Professional (PMP) certification. 
• Ability to pass a U.S. Capitol Police background check and CAO suitability adjudication, complete Form I-9 employment eligibility verification, execute a non-disclosure agreement, and comply with House Office of Cybersecurity policies. 
• ITIL 4 Foundation certification or higher.
• HDI Support Center Manager or Certified Scrum Master credential.

Background Requirements:Must successfully pass a U.S. Capitol Police background investigation and CAO suitability adjudication, complete Form I-9 verification, execute a non-disclosure agreement, and adhere to House Office cybersecurity policies.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: None required for this position.

Location: Washington, DC

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