Manager Technical Operations

Position Description & Qualifications Looking to manage a highly skilled technical project management team? Discover this great remote opportunity. Bring your expertise and collaborative skills to make an impact on our CMS Eligibility Support program. Serco supports the Affordable Care Act as a prime for the CMS Eligibility Support contract under the Division of Offline Verifications and Operations. The Technical PMO Manager serves in a senior player‑coach leadership role responsible for leading and overseeing a portfolio of technology projects and project management staff to ensure successful delivery of IT initiatives aligned with organizational goals. This position provides operational leadership, project governance, mentoring, delivery oversight, and hands‑on project execution across multiple concurrent programs supporting application development, infrastructure, cloud, security, and enterprise modernization initiatives. The ideal candidate combines strong technical project management expertise with servant leadership, strategic thinking, operational discipline, and the ability to build high‑performing teams in a SAFe Agile environment. In this role, you will: Lead, mentor, coach, and develop a team of Technical Project Managers supporting enterprise IT initiatives. Foster a collaborative “One Team” culture focused on accountability, teamwork, professionalism, and customer success. Provide leadership through servant leadership principles, conflict resolution, coaching, and team development. Support Director and Deputy Director initiatives through proactive leadership, strategic support, and operational execution. Assist with workload balancing, project assignments, career development, and performance feedback for project management staff. Serve as a trusted escalation point for project, team, and customer issues requiring leadership intervention. Directly manage large‑scale, high‑visibility technical projects and programs from initiation through deployment and operational transition. Oversee and coordinate complex technical projects simultaneously across varying project phases and delivery timelines. Manage program‑level initiatives consisting of multiple subprojects and cross‑functional delivery teams. Ensure projects are delivered on time, within scope, and aligned to customer expectations, contract requirements, and organizational objectives. Develop and maintain program schedules, status reports, risk registers, resource plans, mitigation strategies, and executive briefings. Lead technical meetings, governance reviews, JAD sessions, retrospectives, and stakeholder briefings with internal and customer leadership. Analyze project dependencies, identify delivery risks, and coordinate cross‑team mitigation activities to minimize operational impacts. Support operational continuity through proactive issue management, contingency planning, and decision‑making. Ensure adherence to governance standards, SAFe Agile processes, SDLC methodologies, audit requirements, and organizational procedures. Conduct project quality reviews and spot audits to ensure compliance with mandatory processes and delivery standards. Contribute to continuous improvement initiatives by translating lessons learned into actionable recommendations and process enhancements. Support development and refinement of Statements of Work (SOWs), operating models, governance standards, policies, and procedures. Maintain compliance with contractual obligations, administrative policies, and applicable regulatory requirements. Serve as an active contributor throughout the project lifecycle including requirements analysis, solution validation, testing coordination, deployment planning, and operational readiness activities. Collaborate with technical managers, architects, developers, and infrastructure teams to secure resources and ensure delivery success. Communicate complex technical concepts effectively to both technical and non‑technical stakeholders. Lead vendor discussions, coordination efforts, and technical planning activities where applicable. Drive operational excellence through structured execution, strong communication, and disciplined project controls. Build and maintain strong relationships with customers, executive sponsors, technical teams, and business stakeholders. Deliver executive‑level presentations, reporting, and strategic updates regarding project and program health, risks, dependencies, and milestones. Promote a customer‑focused environment that creates an exceptional service experience for both internal and external stakeholders. Influence decision‑making and gain stakeholder alignment across business and technology organizations. To be successful in this role, you will have: Bachelor’s Degree in Information Technology, Engineering, Computer Science, Business Administration, or related field. 8+ years of experience managing complex IT projects and enterprise programs. 3+ years of leadership, supervisory, or player‑coach management experience. PMP Certification required. Ability to obtain a Public Trust clearance. Demonstrated success managing multiple large‑scale technical projects simultaneously. Extensive experience with SAFe Agile, Agile Scrum, Waterfall, and SDLC delivery methodologies. Strong experience leading cross‑functional technical teams in enterprise environments. Experience supporting governance, audit readiness, compliance, and operational process improvement initiatives. Exceptional leadership, communication, conflict resolution, organizational, and stakeholder management skills. Strong analytical, strategic thinking, and problem‑solving capabilities. Experience using Microsoft Project, JIRA, ServiceNow, SharePoint, Visio, and Microsoft Office Suite. Additional desired experience and skills: SAFe Agilist, Scrum Master, PMI‑ACP, or ITIL certifications. Experience supporting federal government or highly regulated environments. Experience leading cloud‑based modernization initiatives within AWS or Azure environments. Familiarity with CMMI, operational governance, and enterprise PMO standards. Experience managing distributed or matrixed teams. Pay Transparency Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities. Benefits Medical, dental, and vision insurance Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract 401(k) plan that includes employer matching funds Tuition reimbursement program Life insurance and disability coverage Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection Birth, adoption, parental leave benefits Employee Assistance Plan Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. #J-18808-Ljbffr Serco