Program Manager

DMI • Crownsville, MD

29d

About The Position

DMI, LLC is seeking a Program Manager to join us. The Program Manager provides executive-level oversight and governance for all FA1 services. This role is responsible for ensuring contractual compliance, performance excellence, customer satisfaction, and administrative alignment.

Requirements

• Must possess Project Management Professional (PMP) certification.
• Must possess bachelor’s degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business or other related discipline.
• At least (10) years of experience managing large-scale IT programs.
• At least (5) years of experience managing a network supporting at least (100) locations.
• Demonstrated ability to manage complex, multi-year, multi-discipline IT programs.
• Background Requirements: Successful completion of a Fingerprint background investigation.
• Citizenship Status Required: No restrictions
• Physical Requirements: None required for this position.

Responsibilities

• Serve as the primary contractual interface between the Contractor and DoIT.
• Ensure all FA1 services meet or exceed SLAs and KPI targets.
• Oversee all staffing, subcontractors, and resource allocations.
• Approve deliverables, Work Orders, invoices, and reporting.
• Manage risk, quality assurance, and continuous improvement.
• Lead quarterly business reviews (QBRs) and strategic planning sessions.
• Oversee Work Authorization (WA) processes and ensure timely execution.
• Coordinate Transitions (In and Out) and major operational changes.
• Program Oversight and Governance - Oversee the entire Functional Area 1 program encompassing NOC, network operations, engineering, provisioning, network service assurance, fiber design/implementation, work order management, invoicing, outside plant (OSP) and inside plant (ISP) design and on-net migrations.
• Establish and enforce governance structures to ensure program alignment with DoIT’s strategic objectives, DoIT IT initiatives and contractual requirements.
• Lead program-level decision-making, escalation management and cross-functional alignment.
• Conduct Quarterly Program Reviews (QPRs) with DoIT stakeholders to review performance, risks, compliance and improvement opportunities.
• Operations and Maintenance (O&M) Management - Direct ongoing IT infrastructure operations, ensuring performance, availability and resiliency for statewide network assets.
• Oversee preventative and corrective maintenance schedules for backbone, edge, customer premise equipment (CPE) equipment and fiber assets.
• Facilitate coordination with cross-functional engineering teams to execute capacity upgrades, network optimizations and technology refreshes.
• Work Order and Project Execution - Manage the full lifecycle of work orders from intake through closeout, ensuring timely delivery and quality compliance.
• Oversee provisioning, migrations and service activations with minimal service impact.
• Track milestones, dependencies and deliverables across concurrent projects.
• Performance Monitoring and Assurance - Monitor service levels, operational KPIs and SLA compliance for all program components.
• Drive corrective actions for performance gaps and implement continuous improvement processes.
• Deliver monthly, quarterly and ad-hoc performance reporting to DoIT stakeholders.
• Stakeholder and Resource Coordination - Serve as the single point of accountability for program communications with DoIT, agencies, Contractors and service providers.
• Facilitate collaboration across project managers, functional groups, subscribers and DoIT units to ensure smooth integration of services and projects.
• Risk, Compliance and Quality Management - Identify, track and mitigate program risks while maintaining compliance with applicable state standards and policies.
• Adhere to ITIL, PMBOK or other agreed-upon methodologies and quality standards.
• Maintain accurate documentation with ServiceNow for audits, governance and knowledge transfer.
• Time Commitment and Availability Full-time, dedicated Key Personnel resource.
• Must be available for leadership meetings, escalations, and priority events.
• Reporting Deliverables Program Management Plan (PMP ) - Plan outlining governance framework, roles, responsibilities, communications, quality assurance and risk management.
• Strategic Roadmap – Three-year plan detailing program goals, milestones, resource requirements and alignment with DoIT IT initiatives.
• Quarterly Program Review (QPR) Reports - Formal stakeholder presentation summarizing performance metrics, risks, compliance, contract and administration review, contract spend by category, projects and engineering review, network operations, fiber services, upcoming quarter preview and improvementnrecommendations.
• Monthly Executive Dashboard - Summary of resource capacity, budgetary status, QPR and governance reports, RAID log, work order and project status.
• Work Order Status Reports - Tracking of all phases and milestones for work orders, timelines and completion metrics.
• Risk and Compliance Reports - Documentation of program risks, mitigation actions and compliance status with contractual obligations.
• Stakeholder Meeting Documentation - Agendas, minutes and action items from recurring project, governance, operational and coordination meetings.
• MBE/VSBE Reporting - Quarterly report on minority business participation under the contract, comparing actual performance against established goals.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees