Common Services Service Delivery Program Manager

DMI

1d • Remote

About The Position

DMI is seeking an experienced and strategic Program Manager to lead Common Services Infrastructure Delivery within a complex federal IT environment. This leadership role oversees project managers responsible for infrastructure initiatives, ensuring milestone achievement, SLA performance, and operational excellence across enterprise service delivery.
If you are a strong governance-focused leader who excels in ITIL-based environments and enjoys driving structure, accountability, and performance at scale — this opportunity offers meaningful impact and executive visibility.
The Common Services Service Delivery Program Manager provides day-to-day leadership and oversight of infrastructure delivery programs, supervising project management staff and ensuring successful execution of change, problem, configuration, and process management activities.
This role is responsible for maintaining SLA performance, ensuring deliverables are achieved, managing escalations, and driving continuous improvement across infrastructure operations.

Requirements

• Minimum 8 years of management experience in change, problem, configuration, or process management programs
• Minimum 5 years managing programs with at least 50 personnel delivering services
• Strong project and program governance capabilities
• Experience with SLA management, analysis, and executive reporting
• Working knowledge of ITIL and IT service management frameworks
• Bachelor’s degree from an accredited institution or equivalent professional experience
• Must successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance
• Must be a U.S. Citizen

Nice To Haves

• PMP (Project Management Professional) certification
• ITIL Expert or ITIL Managing Professional certification
• Experience managing large federal IT service delivery contracts
• Strong leadership, coaching, and team development skills
• Excellent executive communication and stakeholder management abilities
• Experience with ServiceNow or similar ITSM platforms

Responsibilities

• Provide day-to-day management and accountability for infrastructure delivery project managers
• Supervise and mentor project management staff
• Ensure projects achieve milestones, deliverables, and performance objectives
• Monitor, analyze, and report on SLA achievement and service performance
• Determine and secure resources to support assigned scope of work
• Oversee change management, problem management, and configuration management activities
• Ensure adherence to process governance and operational standards
• Provide performance reporting and insights to senior leadership
• Coordinate across multiple infrastructure and operational teams
• Drive continuous improvement initiatives and operational maturity
• Manage escalations and resolve complex cross-functional issues

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager