Project / Operations Manager Philadelphia

Project / Operations Manager

BVA Bears IT Solutions is seeking a Project / Operations Manager for a full-time position primarily supporting City of Philadelphia facilities onsite. Candidates must reside within a reasonable commuting distance of Philadelphia. Limited remote work may be available as appropriate. The standard workday is 8 hours, scheduled between 8:00 a.m. and 6:00 p.m. Eastern Time, Monday through Friday, excluding City holidays, with flexibility required to support City Council meetings, hearings, and transition activities.

Primary On-site Location: Philadelphia City Hall 1400 John F. Kennedy Boulevard Philadelphia, PA 19107

The Project / Operations Manager leads overall service delivery for IT and Deskside "White Glove" Support Services and serves as the primary engagement and governance manager with Philadelphia City Council and the Office of Innovation & Technology (OIT). This role is responsible for contract oversight, service quality, performance management, and ensuring all work is delivered in alignment with the Statement of Work, City IT standards, and security requirements. This position requires strong leadership in IT service delivery, experience operating in public sector environments, and the ability to coordinate cross functional technical teams while maintaining audit ready documentation and performance transparency.

Key Responsibilities:

• Serve as the primary point of contact for City Council leadership and technical stakeholders, maintaining strong working relationships and service alignment.
• Lead overall IT service delivery, including deskside support, service desk operations, web/application support, and cybersecurity coordination.
• Oversee service schedules, staffing plans, resource allocation, and milestone delivery in accordance with the approved Scope of Work.
• Manage transitioning and transitioning out activities, ensuring seamless service continuity and full knowledge transfer.
• Monitor service performance metrics, SLAs, risks, issues, and dependencies, implementing corrective actions as needed.
• Lead quarterly service reviews and continuous improvement planning.
• Oversee subcontractor performance (if applicable) and ensure prime contractor responsibility.
• Ensure compliance with City of Philadelphia Additional IT Standards, security policies, and audit requirements.
• Prepare and deliver executive level reports, dashboards, and service summaries.

Required Qualifications:

• Bachelor's degree in Information Technology, Business, or a related field.
• Minimum 810 years of experience managing IT service delivery or operations.
• Demonstrated experience managing public sector or regulated IT contracts.
• Strong stakeholder engagement, reporting, and governance skills.

Preferred Qualifications:

• ITIL, PMP, or Agile/Scrum experience.
• Experience working with municipal IT organizations or legislative bodies.

U.S. Citizenship Requirement: This position is restricted to U.S. citizens only in accordance with federal contract requirements. Applicants must provide proof of U.S. citizenship (such as a U.S. passport, birth certificate, or Certificate of Naturalization) prior to employment. Non-citizens, including lawful permanent residents (Green Card holders), are not eligible for this role.

Equal Employment Opportunity: BVA Bears IT Solutions is committed to providing equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetic information, military/veteran status, or any other characteristic protected by law. Flexible work from home options available.