Deputy Project Manager

Deputy Project Manager

ITCON is seeking an experienced Deputy Project Manager (DPM) to support the leadership and operations of a complex federal program. The DPM will play a critical role in supporting the overall management of the project team, ensuring seamless day-to-day operations, and driving the successful execution of project objectives.

Working closely with the Project Manager (PM), the DPM will help oversee project execution, team performance, client deliverables, and operational efficiency. In the absence of the PM, the DPM will serve as the primary liaison between Government leadership and the contracting team, facilitating workflow, overseeing client deliverables, and ensuring the quality and accuracy of quality assurance reports, briefing materials, and other key project outputs.

The ideal candidate will bring strong project leadership, strategic planning, and stakeholder management capabilities, along with the ability to manage high-profile priorities and deliver quality results under tight deadlines. Multi-year experience with ServiceNow and end-to-end Content Management Systems (CMS) is essential.

Responsibilities include, but are not limited to, the following:

Project Planning and Execution

• Assist the Project Manager in planning, executing, monitoring, and successfully delivering projects in accordance with established milestones, schedules, budgets, and performance objectives.
• Plan, initiate, and manage IT programs and projects, guiding technical teams and serving as a liaison between business and technical stakeholders.
• Develop project stages and milestones, assess business implications, and monitor progress to ensure deadlines, quality standards, and cost targets are achieved.
• Prepare and distribute reports on project performance, progress, risks, deliverables, and other key program activities.

Program and Resource Management

• Manage project and program execution to ensure adherence to budget, schedule, scope, and contractual requirements.
• Oversee the timely submission of project deliverables and ensure compliance with established quality standards.
• Monitor and manage resources, including personnel, budgets, and materials, within assigned program areas.
• Develop goals, priorities, and action plans to effectively organize and accomplish project objectives.

Communication and Stakeholder Coordination

• Communicate effectively with internal and external stakeholders, including Government representatives, leadership, team members, customers, and other project partners.
• Serve as the primary liaison between Government leadership and the contracting team in the absence of the Project Manager.
• Represent the organization in interactions with customers, Government entities, and other external stakeholders.
• Schedule, lead, and facilitate meetings related to program operations, project activities, and IT initiatives.
• Ensure clear, timely communication through meetings, Microsoft Teams, email, telephone, and other appropriate channels.

Leadership and Team Guidance

• Coordinate the work and activities of project team members to accomplish tasks and achieve program objectives.
• Provide guidance and direction to team members, including establishing performance expectations and monitoring results.
• Monitor project team performance and provide timely, constructive, and documented feedback as appropriate.
• Foster collaboration across technical, operational, and business teams to support successful project outcomes.

Strategic Planning and Risk Management

• Establish short-, mid-, and long-term project objectives and develop strategies and action plans to achieve them.
• Initiate, review, and recommend modifications to project plans based on evolving priorities, risks, and operational requirements.
• Conduct risk assessments and develop mitigation and response strategies.
• Develop implementation plans, including cost-benefit analyses and return-on-investment evaluations, as appropriate.

Technical Expertise and Process Improvement

• Provide expert guidance to management and other stakeholders on technical, systems, operational, and process-related matters.
• Develop and manage work breakdown structures for IT projects within assigned program areas.
• Evaluate compliance with applicable laws, regulations, policies, contractual requirements, and quality standards.
• Assess current and future customer needs and priorities through direct communication, surveys, data analysis, and other appropriate methods.
• Identify opportunities to improve processes, workflows, service delivery, and operational efficiency.

Administrative and Reporting Responsibilities

• Prepare project and program status reports by collecting, analyzing, and summarizing key information, metrics, risks, and trends.
• Maintain accurate project documentation, records, files, and other required materials.
• Support day-to-day administrative and operational activities necessary for successful program execution.
• Stay current on relevant technologies, industry practices, and emerging trends and apply new knowledge to improve project outcomes.

Minimum Qualifications

• Must be a United States Citizen , as required by the Government contract.
• Must hold a current Project Management Professional (PMP) certification .
• Bachelor's degree with a minimum of eight (8) years of relevant experience , or a master's degree with a minimum of six (6) years of relevant experience .
• Experience within a call center or government contact center required.
• Proven experience leading complex projects or contracts and providing guidance and direction across project teams, tasks, and subtasks.
• Multi-year experience working with ServiceNow .
• Demonstrated end-to-end Content Management System (CMS) experience.
• Demonstrated knowledge and experience working with Rapid Application Development (RAD) applications, including Customer Relationship Management (CRM) tools.
• Strong experience managing project schedules, budgets, scope, deliverables, risks, resources, and stakeholder communications.
• Demonstrated ability to manage high-profile priorities and deliver high-quality results within tight deadlines.
• Excellent leadership, communication, organizational, analytical, and problem-solving skills.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.