Program Manager Jobs

Program Manager - ITSM

Top Skills' Details Seeking a seasoned Program Manager - ITSM to lead the delivery of managed services for MIT Lincoln Labs. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow.

1. Service Delivery Management

• Oversee end-to-end delivery of managed services with a focus on quality and efficiency
• Ensure adherence to SLAs, KPIs, and contractual obligations
• Proactively monitor performance and resolve escalations
• Apply ITIL principles across Incident, Problem, Change, and Request Management
• Utilize ServiceNow for ITSM operations, reporting, and analytics

2. Client Relationship Management

• Act as the primary liaison for the client, fostering trust and transparency
• Lead regular service reviews and strategic planning sessions
• Align service delivery with evolving client goals and expectations

3. Team Leadership & Development

• Lead, mentor, and inspire a team of service delivery professionals
• Conduct performance evaluations and support career development
• Identify training needs and promote ITIL certification pathways

4. Operational Excellence

• Drive continuous improvement through ITIL-aligned best practices
• Maintain SOPs and ensure regulatory compliance
• Champion quality and operational efficiency across service functions

5. Project Management

• Manage service-related projects from initiation to completion
• Oversee resources, timelines, and risk mitigation strategies
• Ensure successful delivery of project milestones and outcomes

6. Financial Management

• Oversee service delivery budgets and financial performance
• Identify cost-saving opportunities without compromising service quality
• Maintain fiscal discipline and accountability

7. Stakeholder Coordination

• Collaborate cross-functionally with IT, HR, Finance, and other departments
• Manage third-party vendor relationships and service integration
• Ensure alignment and transparency across all stakeholders

8. Reporting & Analytics

• Deliver performance insights to senior leadership and clients
• Leverage ServiceNow dashboards for data-driven decision-making
• Track key metrics and identify areas for improvement

Employee Value Proposition (EVP) At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Work Environment MIT Lincoln Labs, one of the most prestigious Labs in the world On site- 5 days a week, first shift External Communities Looking to hire immediately. Requires a Secret Clearance. Permanent, full-time position. Salary: $150,000-$175,000