Enterprise Operations Service Delivery Program Manager

DMI • Alexandria, VA

10h

About The Position

DMI is seeking a strategic and results-driven Program Manager to lead Enterprise Operations Service Delivery supporting more than 6,000 end users across multiple locations. This high-impact leadership role oversees Service Desk, Asset Management, and End User Technology operations within a complex, mission-critical federal environment. If you are an experienced operations leader who excels at managing large teams, driving SLA performance, and delivering enterprise IT services at scale — this is an opportunity to shape operational strategy and make a measurable difference. The Enterprise Operations Service Delivery Program Manager provides day-to-day leadership, accountability, and strategic oversight for enterprise support services. Reporting directly to the Senior Program Manager, this role ensures operational excellence across Service Desk, Asset Management, and End User Technology functions. You will oversee large, distributed teams, manage resource planning, ensure service level performance, and drive continuous improvement initiatives across mission-critical IT operations.

Requirements

• Minimum 8 years of management experience in Service Desk, End User Computing, or enterprise operations programs
• Minimum 5 years managing programs with at least 50 personnel
• Experience leading mission-critical IT operations and systems implementation
• Experience delivering enterprise support services across multiple locations
• Strong program governance and service delivery management expertise
• 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 Strategic Leader certification
• Experience managing large federal IT service delivery contracts
• Strong strategic planning and operational governance skills
• Excellent executive communication and stakeholder engagement abilities
• Experience overseeing enterprise-scale Service Desk and End User support environments

Responsibilities

• Provide day-to-day management and operational accountability across enterprise service delivery
• Oversee Service Desk, Asset Management, and End User Technology teams
• Lead operations supporting 6,000+ end users across multiple locations
• Ensure SLAs are consistently achieved, analyzed, and reported to leadership
• Determine and allocate resources to meet operational demands
• Oversee IT systems implementation and operational solution delivery
• Coordinate across cross-functional teams to ensure seamless service delivery
• Drive operational performance, process improvement, and service optimization initiatives
• Manage high-level escalations and resolve complex operational challenges
• Provide leadership, mentoring, and direction to operations managers and team leads
• Deliver executive-level reporting and performance insights

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