Program Manager

Program ManagerThe Program Manager is responsible for directing a high-performing technical organization to ensure the successful delivery of information processing and support services. This role oversees multiple site teams and managers, translating organizational objectives into operational plans while optimizing personnel, technologies, and methodologies to meet current and future business needs. The leader drives performance by meeting KPIs and SLAs, strengthening workforce capabilities, and fostering a culture centered on people development, customer focus, and continuous improvement. Through strategic planning, budget stewardship, resource modeling, and the implementation of ITSM best practices, this role ensures reliable and efficient service delivery for the client.ResponsibilitiesPlans, directs, and coordinates the strategic, operational, and tactical activities of individuals responsible for the delivery of information technology support services.Identifies and assembles the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements.Aligns organizational objectives with detailed, executable work plans for theDevelop contingency plans to address changes in business needs and operatingParticipates in operational meetings with the client's delegated representatives both on-site and virtuallyEnsure high-performing technical teams operate effectively in a secure mannerAccountable for meeting KPIs and SLAs related to performanceDevelop and implement strategies to attract staff and retain top talent within staffingFoster a people-focused culture with an emphasis on career development and customerDrive continual improvement through strategic analysis of trends and data, delivering actionableEnable a collaborative and innovative work environment to support team growthManage resource allocation and budget planning to optimize operational efficiency and identify cost savings to the client.Evaluate resource modeling strategies, automation, or service improvements to deliver more efficient services that result in savings to the customer.Ensure compliance with industry and regulatory standardsLeverage and implement industry best practices such as ITIL to optimize serviceAnalyze ticket trends, anticipate client needs, and propose action plans to proactively address challenges and issues across a broad scope of services to optimize service delivery.Implement process improvement methodologies to evaluate and adapt current processes to improve productivity, streamline workflows, and reduce costs.Collaborate with cross-functional teams and stakeholders to align organizational goalsDevelop and implement performance objectives, process improvements, and professional development plans aligned with business needs.Maintain the health and security of our customers' IT experience, ensuring reliable, repeatable, and secure performanceOversee end-to-end delivery of IT and operational services to ensure alignment with client expectations and contractual requirements.Serve as the primary point of contact for client delivery matters, ensuring timely communication, issue resolution, and strong partnership with client stakeholders.Lead operational reviews and participate in client meetings to provide updates on performance, risks, and improvement initiatives.Coordinate cross-functional teams to support seamless delivery of services across multiple labs and technicalQualificationsBachelor's Degree in a related field plus five (5) years ofIn lieu of a degree, ten (10) years' total relevant experience isU.S. Citizenship is required.Ability to obtain and maintain a DOE Security ClearanceStrong understanding of KPIs, SLAs, and performanceDemonstrated ability to develop and implement talent acquisition and retentionExpertise mentoring, guiding, and providing performance feedback and corrective action to team members performing a management role.Expertise in strategic planning and continual improvementExceptional leadership and people managementStrong communication and interpersonalAbility to manage budgets and resourcesTravel required up to 15%. Preferred Qualifications: Relevant certifications such as PMP, ITIL, KCS orIn-depth understanding of ITSM bestExperience working within ServiceNowExperience with advanced technological solutionsVisionary leadership with the ability to inspire and motivateStrategic thinker with a focus on long-termStrong decision-making capabilitiesAdaptable and resilient in a dynamic workplaceCommitment to fostering a diverse and inclusiveExemplary integrity and ethicalExcellent problem-solvingAbility to build strong and trusting relationships with internal and external stakeholdersProven experience with Process documentation, Continual Service Improvement activities, and Data Driven Decision making.Demonstrate a proven ability to foster a collaborative and growth-orientedPromote knowledge sharing and best practices within the team and across the organization. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear.Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.The employee must occasionally lift and/or move up to fifteen (15) pounds.Fine hand manipulation (keyboarding). Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.May work prolonged or irregular hours.The noise level in the work environment is usually moderate.Exposure to general office conditions while conducting office duties. Working at Edgewater Federal Solutions: Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018. Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law.