Program Manager - IT Service Delivery

SAIC•Arlington, VA

About The Position

SAIC seeks a Program Manager to lead IT service delivery and client relationship management for a large ITIL infrastructure services contract. The role provides strategic leadership across the program, aligns delivery with client goals and business strategies, and ensures contract compliance and seamless service provision. The Program Manager represents the contractor in governance meetings and engages directly with client executives and other stakeholders. The position oversees technical, schedule, and financial aspects of service delivery, including full IT lifecycle services such as cybersecurity, IT operations, project and portfolio management, enterprise services, data center operations, and infrastructure and cloud migrations. It ensures appropriate contractor resources are available, manages risks and contingencies, and drives achievement of service-level commitments. The Program Manager monitors service performance and metrics, identifies opportunities to optimize capacity and infrastructure, and leads continuous improvement and cost reduction. The role also advocates for technology and service transformation, integrates approaches such as Scrum, Lean Portfolio Management, and Kanban, and promotes innovation through new service opportunities and proposals for the FDIC. The position requires executive-level client engagement, cross-functional leadership, and a focus on operational excellence, security, and client satisfaction.

Requirements

Bachelor’s degree in computer science, information technology, or a related field and 18 or more years of related experience.
At least 15 years of infrastructure support experience, including at least 4 years supervising projects or project teams.
Extensive experience managing a fully outsourced IT infrastructure and operations program, with success in environments subject to stringent security requirements.
Direct experience supporting large-scale programs encompassing IT operations, cybersecurity, data center management, and client support.
Successful track record managing transformative IT projects, including cloud migrations, cyber risk remediation, ITIL transformations, and data center transitions.
Comprehensive understanding of full IT stack services and IT lifecycle delivery, including cybersecurity, cloud, infrastructure, and applications.
Proven leadership in achieving Service Level Agreements and resolving operational challenges to ensure high client satisfaction.
Experience developing and implementing innovative solutions to reduce cost, improve security, and streamline operations.
Success engaging executive-level stakeholders, leading cross-functional teams, and providing clear, actionable communication.
Exceptional problem-solving skills, including assessing needs, identifying risks, and implementing effective solutions.
Collaborative leadership that fosters team excellence, professional development, and innovation.
In-depth implementation experience customizing IT management tools, specifically ServiceNow and SharePoint.
Ability to obtain and maintain a Public Trust clearance.

Nice To Haves

Master’s degree (MBA, MS in Computer Science, Engineering, or a related field) is strongly preferred.
Certifications in ServiceNow or SharePoint.

Responsibilities

Lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract.
Ensure client goals and business strategies are met or exceeded, and maintain understanding of the contract to ensure compliance and seamless service provision.
Represent the contractor in governance meetings and engage directly with client executives on program matters and strategic IT initiatives.
Manage technical, schedule, and financial aspects of IT service delivery and ensure Service Level Agreements are met.
Oversee full IT lifecycle services, including cybersecurity programs, IT operations, project and portfolio management, enterprise services, data center operations, and infrastructure and cloud migrations.
Ensure appropriate contractor resources are available, including subject matter experts as demands, crises, or project requirements evolve.
Identify, plan, and resolve risks through structured risk management processes, including contingency execution.
Serve as the primary point of contact for client leadership, communicate transparently, and address issues in a timely manner.
Build stakeholder relationships, interpret business demands, and translate them into actionable tasks to improve IT support and client satisfaction.
Advocate and align strategic transformation initiatives, with a focus on maturing ITIL methodologies and achieving IT operational excellence.
Monitor performance across service offerings and ensure best practices and industry standards are implemented and sustained.
Analyze service delivery metrics, capacity utilization, trend data, and infrastructure performance to identify optimization opportunities.
Deliver continuous improvements that enhance services and reduce operational costs.
Develop and oversee corrective action plans and adhere to rigorous IT audit standards, such as FISMA.
Develop and advocate business cases for new technologies, enhanced service capabilities, and cost efficiencies.
Lead transformation through actionable plans, team mentoring, and integration of Scrum, Lean Portfolio Management, and Kanban methodologies.
Promote innovation and continuous improvement, including developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.
Collaborate across multidisciplinary teams to meet organizational objectives and established performance metrics and SLRs.
Drive cross-functional delivery of specialized services, including infrastructure refresh, cybersecurity maturity improvements, and client support solutions.