ITSM Program Manager

ITSM Program Manager

Job Summary: The Enterprise Service Desk Senior Program Manager oversees all aspects of service desk operations supporting federal agency contracts. This includes ensuring efficient and effective service delivery, maintaining compliance with federal standards, and driving continuous improvement. The role involves strategic planning, stakeholder management, and leading a team of project managers and technical professionals to deliver enterprise-level IT services. This role focuses on managing a team of IT professionals, optimizing service delivery processes, and ensuring compliance with federal IT standards and frameworks. The ideal candidate will have a blend of technical expertise, leadership skills, and a deep understanding of federal IT requirements.

Role-Specific Duties:

• Oversee the execution of program delivery and operations for federal ITSM contracts.
• Develop program strategies and goals to meet or exceed service-level agreements (SLAs) and performance objectives.
• Oversee the integration of ITIL best practices, ensuring standardized processes across all service desk operations.
• Provide oversight and direction across multiple portfolios.
• Team Management: Lead, mentor, and supervise service delivery teams to ensure optimal performance and professional growth.
• Establish clear roles, responsibilities, and accountability within the program team.
• Foster a culture of collaboration, innovation, and customer-centric service delivery.
• Stakeholder and Client Engagement: Serve as the primary point of contact (POC) for federal clients, ensuring clear communication and stakeholder alignment.
• Serve as liaison between internal project teams and partners to support delivery operations on ITSM contracts.
• Build and maintain strong client relationships to support program success and future opportunities.
• Conduct regular meetings with clients and stakeholders to provide updates, resolve issues, and discuss program improvements.
• Develop and implement program policies, procedures, and performance metrics to ensure service quality and efficiency.
• Monitor key performance indicators (KPIs) and ensure timely reporting to clients and stakeholders.
• Identify, manage, and mitigate risks to ensure successful program execution.
• Compliance and Governance: Ensure compliance with federal IT and security standards, including FISMA, NIST, ISO, CMMI, and agency-specific policies.
• Maintain detailed documentation and reports to meet federal auditing and compliance requirements as well as internal program quality controls.
• Drive continuous improvement initiatives to enhance compliance and operational efficiency.
• Technology and Innovation: Promote the adoption of innovative technologies to improve service desk capabilities and reduce operational costs.
• Stay abreast of emerging trends in ITSM and federal IT regulations to guide program enhancements.

Required Qualifications: Bachelor's degree in Information Technology, Business Administration, or a related field. 8+ years of experience managing large-scale IT programs, including 5+ years in federal contracting environments, specifically with enterprise service desks. Demonstrated success in managing multi-million-dollar contracts and meeting/exceeding SLA commitments. ITIL Expert or Managing Professional certification.

Preferred Qualifications: Demonstrated ability to grow program contracts and identify new opportunities. Skill in managing multiple task orders/contracts simultaneously while leveraging partner resources, such as those in a joint venture or with specialized subcontractors. PMP or PgMP certification. Master's degree in business or a related field.