Job DescriptionSAIC seeks a Senior Program Manager to lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract. The ideal candidate will have extensive experience in managing large-scale, comprehensive IT programs, a history of delivering exceptional service performance, and driving innovative solutions. This role requires a strategic leader with a deep understanding of full IT lifecycle services, a proactive approach to client satisfaction, and a proven ability to deliver transformational results within high-stake environments.
The CRM's primary responsibilities include:
Strategic Leadership and Governance:
- Act as the senior leader responsible for all aspects of service delivery, ensuring client goals and business strategies are met or exceeded.
- Maintain a comprehensive understanding of the contract to ensure compliance and seamless service provision.
- Represent the contractor organization in governance meetings, providing authoritative leadership and trusted client engagement on all program matters.
- Engage directly with client executives, bridging operational delivery and strategic IT initiatives to align with client objectives.
Program Oversight and Execution:
- Manage technical, schedule, and financial aspects of IT service delivery, ensuring all Service Level Agreements (SLAs) are met with consistent success.
- Oversee the delivery of full IT lifecycle services, including cybersecurity programs, IT operations, project/portfolio management, enterprise services, data center operations, infrastructure and cloud migrations.
- Ensure availability of appropriate contractor resources, leveraging subject matter experts during peak demands, crises, or as project requirements evolve.
- Drive the identification, planning, and resolution of risks through structured risk management processes, including contingency execution.
Client Relationship Management:
- Serve as the primary point of contact for client leadership, ensuring transparent communication while addressing any issues in a timely manner.
- Build a strong relationship with stakeholders, interpreting business demands and transforming them into actionable tasks to enhance overall IT support and client satisfaction.
- Position the client for IT operational excellence by advocating and aligning strategic transformation initiatives, with specific focus on maturing ITIL methodologies.
Performance Management and Service Excellence:
- Monitor and drive performance across all service offerings, ensuring best practices and industry standards are implemented and sustained.
- Analyze service delivery metrics, capacity utilization, trend data, and infrastructure performance to identify opportunities for optimization.
- Deliver continuous improvements that enhance services and reduce operational costs.
- Develop and oversee corrective action plans to address and resolve potential issues, adhering to rigorous IT audit standards (e.g., FISMA).
Innovative Transformation:
- Own and advocate for business cases that support deployment of new technologies, enhanced service capabilities, and greater cost efficiencies.
- Lead transformation by developing actionable plans, mentoring teams, and integrating methodologies like Scrum, Lean Portfolio Management, and Kanban across the program.
- Promote a culture of innovation and continuous improvement by developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.
Operational Excellence and Recognition:
- Ensure the contractor team consistently delivers high performance, earning industry recognition through superior service delivery.
- Collaborate across multidisciplined teams to achieve organizational objectives, while consistently meeting established performance metrics and SLRs.
- Drive cross-functional delivery of specialized services, including infrastructure refresh, cybersecurity maturity improvements, and client support solutions.
QualificationsThis position calls for a high-impact leader with a documented history of program success, innovation, and client engagement. The required qualifications include:
- Bachelor's degree in computer science, information technology, or a related field and fifteen years or more of related experience. Master's degree (MBA, MS in Computer Science, Engineering, or related field) strongly preferred.
- At least 15 years of infrastructure support experience, with at least 4 years supervising projects or project teams
- Extensive experience managing a fully outsourced IT infrastructure and operations program, with proven success in environments subject to stringent security requirements (e.g., federal government, financial services, or similar domains).
- Direct experience supporting large-scale programs encompassing IT operations, cybersecurity, data center management, and client support.
- Successful track record of managing transformative IT projects, including cloud migrations, cyber risk remediation, ITIL transformations, and data center transitions.
- Comprehensive understanding of full IT stack services and IT lifecycle delivery, including cybersecurity, cloud, infrastructure, and applications.
- Proven leadership in driving Service Level Agreement achievement and resolving operational challenges to ensure high client satisfaction.
- Experience developing and implementing innovative solutions to reduce cost, improve security, and streamline operations.
- Established success in engaging executive level stakeholders, leading cross functional teams, and providing clear, actionable communication.
- Exceptional problem-solving skills, with demonstrated ability to assess needs, identify risks, and implement effective solutions.
- A collaborative leader who fosters team excellence, professional development, and innovation.
- In-depth implementation experience with customization of IT management tools (ServiceNow and SharePoint)
- Preferred: Certifications in ServiceNow or Sharepoint
