We are seeking an experienced Project/Program Manager to support a federal health agency's IT services program. The PM serves as the single point of accountability and primary liaison to the Government. The PM ensures performance against all contract requirements, tracks Service Level Agreement (SLA) compliance, coordinates deliverables, performs risk management, and oversees a diverse team delivering Tier 1/Tier 2 desktop support, patch management, account management, virtual meetings, and IT equipment lifecycle services to successfully provide IT support services to the customer's organization.
Requirements
Job Duties/Responsibilities
1. Program and Project Management Oversight:
• Oversee day-to-day program and project management activities using Project Management Institute (PMI) frameworks, ensuring operations align with customer's requirements.
• Develop and maintain a comprehensive Contract Management Plan (CMP) detailing the management structure, staffing, training, and risk mitigation strategies.
• Provide organizational resources and management controls to meet quality, cost, performance, and schedule requirements, ensuring coverage during absences, turnover, or vacancies.
2. Strategic Planning and Execution:
• Collaborate with the federal leadership to manage enterprise IT service delivery, including IT asset lifecycles, patching schedules (Tanium/Intune), and Microsoft Teams/Zoom for Government administration.
• Develop and maintain Knowledge Base (KB) articles, SOPs, and IT support documentation within ServiceNow.
3. Communication and Reporting:
• Serve as the primary point of contact for program performance, maintaining open, proactive, and continuous communication with the COR and the Government leadership.
• Develop, validate, and present extensive recurring reports, including the Weekly Presentation, Monthly Data Call, Vulnerability Management Reports, and SLA Performance Reports.
4. Quality and Compliance Management:
• Establish, configure, and monitor measurable Service Level Agreements (SLAs) in ServiceNow to ensure objective performance measurement and continuous service improvement.
• Ensure projects comply with the HHS Enterprise Project Life Cycle (EPLC) framework and Capital Planning and Investment Control (CPIC) mandates.
• Ensure strict adherence to Federal Records Act, FOIA, and HHS security and privacy policies.
5. Staff Management:
• Oversee adequate staffing levels for base operations and any exercised optional tasks, ensuring continuity of operations and SLA compliance.
• Develop a formal Training and Certification Plan, tracking role-based training, ServiceNow fundamentals, and IT security awareness for all assigned personnel.
6. Decision Making and Problem Resolution:
• Analyze incident and request data, ticket volumes, and root causes in ServiceNow to detect recurring issues or service deficiencies and implement corrective actions.
• Proactively identify risks, issues, and dependencies, documenting clear mitigation strategies.
7. Customer and Stakeholder Engagement:
• Serve as the primary liaison between the contractor and federal stakeholders across various regional offices.
• Provide technical oversight for high-volume, high-visibility virtual meetings and webinars.
8. Continuous Improvement:
• Identify problem trends within delivered services and formulate corrective actions to prevent recurrence.
• Assess IT project management methodologies, blending traditional EPLC requirements with agile and ITSM techniques.
9. Transition Planning:
• Lead project kickoff and execute a detailed 30-day Transition-In Plan.
• Execute a 60-day Transition-Out Plan to ensure a complete, orderly transfer of operations, ServiceNow knowledge bases, and institutional knowledge to the Government or incoming contractor.
10. Surge and Special Contract Requirements:
• Provide expertise and coordinate staffing for optional task requirements, such as after-hours IT equipment moves, scalable surge desktop support, supplemental call center operations, macOS support, and dedicated virtual meeting coordination.
11. Subject Matter Expertise:
• Provide senior subject matter expertise to guide ITSM workflows, hardware/software deployment, and vulnerability remediation across the enterprise.
12. Financial Management and Business Development:
• Responsible for attaining the contract's financial goals.
• Support business development efforts and identify opportunities for on-contract growth.
Technical/Skills Required
• Strong leadership and large-team management skills.
• Solid technical background in managing the delivery of IT services, enterprise service desks, and endpoint support.
• Proficiency in IT Service Management (ITSM) tools, specifically ServiceNow (Incident, Request, Knowledge, and CMDB modules).
• Familiarity with enterprise IT tools such as Microsoft 365, Active Directory, Tanium, Tenable, and Zoom for Government.
• Experience with all project management facets-scope, schedule, quality, cost, staff, change, and risk management.
• Ability to effectively manage multiple complex tasks and recurring reporting deadlines simultaneously.
Experience Required
• 10 years of overall IT experience with at least 7 years as a Project and Program Manager.
• Experience managing $20M+ contracts.
• Managing high-volume Tier 1 and Tier 2 Desktop Support operations or call centers.
• Overseeing IT Service Management (ITSM) systems, particularly ServiceNow, for incident, request, and SLA tracking.
• Scaling technical teams to meet surge conditions or optional task requirements without degrading base performance.
• Directing technical staff responsible for desktop management, virtual meeting coordination, and IT asset lifecycles.
Preferred Experience
• Experience leading IT projects in support of the Federal Government.
• Specific experience leading IT support operations at the Department of Health and Human Services (HHS).
• Experience working with cloud service providers or supporting remote/hybrid federal workforces.
Education Required
• Bachelor's degree in computer science, business administration, information systems, or another technical specialty.
Certification
• Required: Project Management Professional (PMP)
• Desired: ITIL v3/v4 Foundation or higher, Six Sigma, ServiceNow certifications (CSA), or Agile certifications (CSM, PMI-ACP, SAFe).
