Program Manager, Monitoring and Observability

POSITION TITLE: Program Manager, Monitoring and Observability
CLEARANCE REQUIRED: Public Trust
CLIENT CONTEXT: Large Federal Agency, billable client-embedded role
LOCATION: Remote

ABOUT US:
Intact Technology is a ServiceNow Elite Partner focused exclusively on federal and public sector clients. We deliver ITSM, ITOM, ITAM, and AI-enabled workflows that help agencies run smarter. Our delivery model is built on disciplined execution, deep platform knowledge, and outcomes that are measurable.

We are a small, high-performing team. Everyone here owns real work and real results. If you want to be close to the delivery and have direct access to leadership, this is the right place.

THE ROLE:
Intact Technology is a ServiceNow Elite Partner delivering ITSM, ITOM, ITAM, and AI-enabled solutions exclusively to federal and public sector clients. This is a billable, client-embedded position. You will be on-site as Intact's primary delivery lead, not in a support capacity.

You will own the full delivery lifecycle of the monitoring and observability service for a large federal agency, including large scale implementations and migrations supporting platforms ranging from  AppDynamics, Splunk, Datadog, Open Text, ServiceNow, etc. That means managing scope, schedule, stakeholders, and quality of delivery from kickoff through O&M transition.  Day to day, you operate as part of the client's program team while staying connected to Intact's delivery team driving the program standards.  

The client expects a trusted partner who understands their strategy and does not need direction to lead. Intact expects someone who represents our delivery standards in every client interaction. Being effective in both directions at the same time is the job.    

This is a high-visibility engagement. The client is experienced, the work is mission-sensitive, and the expectations are high. If disciplined delivery in a complex federal environment is where you do your best work, we want to talk.

TO BE SUCCESSFUL HERE:
You are comfortable being the only Intact person in the room most days. You represent the firm without being prompted. You know how to build a strong client relationship while also protecting Intact's interests, and you understand those two things work together when you are doing the job well.

You do your best work when things are complicated. You do not need perfect information to move forward, but you do need a plan. You hold vendors, teammates, and clients to the same standard and communicate clearly when something is off track. You treat ambiguity as a problem to solve, not something to sit with.

You have worked in federal environments long enough to know that process matters. You also know when process is getting in the way of outcomes, and you are willing to push back constructively and keep things moving.

WHAT YOU’LL OWN:
Program delivery  

• Serve as Intact's primary delivery presence on-site, owning the client relationship, program outcomes, and day-to-day execution. 

• Lead end-to-end delivery across AppDynamics, Splunk, and Datadog workstreams, managing scope, schedule, budget, and risk in parallel. 

• Own and maintain the program team structure, integrated program plan, keeping workstreams, subcontractors, vendors and client stakeholders aligned. 

• Support and enforce delivery standards, status cadences, risk registers, and change control processes. 

• Establish JIRA based delivery framework within a federal program structure, balancing the team's need for agility with the client's governance requirements. 

Stakeholder management  

• Serve as the primary point of contact for the client's program leadership and technical teams. You are the face of Intact on this engagement. 

• Responsible for advising, consulting, in devising approaches how to achieve strategic goals and desired business outcomes.  

• Produce executive-ready reporting on a consistent cadence, including weekly status updates for CIO, monthly steering committee materials, and escalations as needed. 

• Maintain a parallel reporting cadence to Intact leadership covering financials, utilization, risk, and relationship health. 

• Manage competing priorities across multiple federal stakeholder groups and build trust at every level. 

Platform coordination  

• Coordinate delivery teams across the monitoring platform suite without needing to be the technical expert on each. 

• Work closely with architects and lead engineers to surface dependencies, remove blockers, and keep delivery on track. 

• Ensure all platform work connects to the client's broader Enterprise Observability strategy, including ServiceNow integration points. 

Continuous improvement  

• Run structured retrospectives and turn what you learn into repeatable process improvements. 

• Identify scope growth, change order opportunities, and delivery risks early and communicate them to Intact leadership without delay. 

• Contribute to Intact's internal delivery frameworks and monitoring practice playbooks. 

REQUIRED QUALIFICATIONS:

• 8 or more years of program or project management experience, with at least 4 years in a federal IT environment.
• Proven track record managing multi-platform or multi-workstream engagements where complexity was high and delivery stayed on track.
• Working familiarity with AppDynamics, Splunk, and Datadog. You do not need to configure the platforms, but you need to understand what they do and how they connect to IT operations.  Experience leading migrations from legacy systems is a Plus. 
• Solid grasp of observability concepts and the ability to connect monitoring work to a broader IT operations strategy.
• Strong Agile Scrum delivery skills, including running ceremonies and keeping teams on cadence.
• Demonstrated ability to build trust and communicate with senior federal stakeholders, including SES-level leaders.
• PMP certification or equivalent, and the ability to obtain and maintain a Public Trust clearance.

NICE TO HAVE QUALIFICATIONS:

• Hands-on experience with ServiceNow ITOM, particularly Event Management, Discovery, or Health Log Analytics.
• Background working with federal civilian agencies such as DHS, HHS, Treasury, DoJ, or DoD components.
• Experience with SAFe, JIRA or other scaled Agile frameworks in a federal context.
• Experience managing subcontractor delivery within a prime and sub teaming arrangement.
• Familiarity with AIOps concepts and how observability data supports AI-driven IT operations.

OUR TALENT VISION:

• We take ownership in our customers’ success, delivering excellence with purpose and precision, every time.
• We’re passionate about harnessing innovation, data, and the power of AI to create meaningful outcomes that drive transformation for our clients and communities.
• Our people are innovators, thinkers, and problem-solvers, blending human creativity with cutting-edge technology to design smarter, faster, more sustainable solutions.
• Our culture values individuality and empowerment. We trust our teams to take initiative, think critically, and use emerging tools like AI to elevate how we work, learn, and deliver value.
• We actively support a healthy blend between work and life and believe that sustainable performance comes from collaboration, curiosity, and continuous improvement.

OUR BENEFITS:

• Ongoing personal and professional development opportunities. 
• Flexible paid time off, plus 12 paid holidays. 
• Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options. 
• Qualified 401(k) program. 

  PHYSICAL DEMANDS
This position is primarily sedentary and requires the ability to maintain focus on computer screens for extended periods. Frequent interaction with team members is necessary to clearly articulate ideas and information. The role involves extensive reading, transcribing, and repetitive hand and wrist motions related to typing and/or using a mouse. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform essential job functions.

WORK ENVIRONMENT
The work is primarily performed in a remote setting with occasional travel for on-site client meetings or company training sessions. A dedicated workspace with reliable internet access, the ability to collaborate using digital communication tools (e.g. Teams chat and video calling), and the capacity to manage tasks independently is required.

EQUAL OPPORTUNITY EMPLOYER
Intact is an Equal Opportunity Employer, including protected veterans and individuals with disabilities. We are committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable law.

DISCLAIMER
This job posting is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required for this role. Nothing in this posting constitutes a contract of employment. Duties and responsibilities may change as business needs evolve.