About the Opportunity
DMI, LLCis seeking a Project Manager who serves as the single point of accountability for end-to-end service delivery, transformation execution, and operational performance across a Client Services environment. This role goes beyond traditional project oversight to function as a strategic integrator, aligning Service Desk, Desktop Support, IT Asset Management, and enabling platforms (ServiceNow and CCaaS) into a unified, high-performing service ecosystem.
The Project Manager ensures seamless continuity of current operations while driving measurable improvements in customer experience, efficiency, and service quality through disciplined execution and continuous innovation.
Duties and Responsibilities:
- Integrated Service Delivery Leadership
- Direct and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single, cohesive delivery model, eliminating silos and improving end-to-end resolution.
- Serve as the primary interface to client leadership, translating strategic objectives into executable service plans.
- Ensure alignment between operational delivery and the client27s evolving digital service goals.
- Transformation & Continuous Improvement Ownership
- Lead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.
- Drive adoption of automation, self-service, and advanced analytics to improve:
- First Contact Resolution
- Customer Satisfaction (CSAT)
- Service delivery efficiency
- Establish and manage a continuous improvement pipeline, incorporating data-driven insights, root cause analysis, and proactive service enhancements.
- ServiceNow-Centric Delivery Governance
- Ensure all services are delivered through standardized, ITIL-aligned workflows within ServiceNow, enabling consistency, transparency, and scalability.
- Partner with platform teams to enhance:
- Workflow automation
- Knowledge management
- Virtual Agent capabilities
- Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.
- Performance Management & SLA Accountability
- Own end-to-end performance against all contractual SLAs and KPIs.
- Implement real-time performance monitoring and reporting, enabling proactive issue resolution.
- Lead regular service reviews with DoIT, providing:
- Performance insights
- Trend analysis
- Actionable improvement plans
- Ensure accountability across all subcontractors and service providers.
- Risk Management & Operational Resilience
- Identify and mitigate delivery risks across staffing, technology, and operations.
- Maintain robust contingency and continuity plans to ensure uninterrupted service delivery.
- Lead response to major incidents, ensuring rapid escalation, communication, and resolution.
- Transition & Change Leadership
- Oversee all transition activities, including onboarding, knowledge transfer, and service stabilization.
- Ensure zero service disruption through structured transition planning and phased execution.
- Lead organizational change management efforts to support the adoption of new tools, processes, and capabilities.
- Stakeholder Engagement & Client Partnership
- Build strong, trust-based relationships with DoIT leadership and agency stakeholders.
- Act as a trusted advisor, providing insights on service optimization, cost efficiency, and innovation opportunities.
- Facilitate cross-agency alignment to standardize service delivery practices where appropriate.
Qualifications
Education and Years of Experience:
- Minimum 5 years of experience managing large-scale IT service delivery programs, including Service Desk and End User Support environments.
- Minimum 3 years leading complex, multi-team operational environments with 24x7 service delivery.
- Demonstrated experience delivering services in ServiceNow-enabled ITSM environments.
- Proven ability to drive service transformation initiatives, including automation, AI, or customer experience improvements.
- Strong knowledge of ITIL-based service management practices.
Preferred Skills & Certifications:
- PMP certification or equivalent project/program management credential.
- Experience supporting state or large public sector clients.
- Experience integrating or managing cloud-based contact center platforms
- Background in managing multi-vendor or subcontractor delivery models.
- Demonstrated success in improving SLAs, CSAT, and operational efficiency metrics in comparable environments.
Background Requirements: Must be able to complete a required fingerprint background investigation.
Citizenship Status Required: No Restrictions
Physical Requirements: None requiredfor this position.
Location: Crownsville, MD
***************** No Agencies Please *****************
