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 and governance, overseeing technical, schedule, and financial performance and ensuring contract compliance, service-level achievement, and alignment with client goals. The Program Manager represents the contractor in governance and executive engagements and serves as the primary contact for client leadership. The position oversees full IT lifecycle services, including cybersecurity, IT operations, project and portfolio management, enterprise services, data center operations, infrastructure, and cloud migrations. It also manages resources and risks, monitors service metrics and infrastructure performance, drives continuous improvement and cost optimization, and oversees corrective action plans in accordance with rigorous audit standards such as FISMA. The role leads transformation initiatives and business cases for new technologies and service capabilities, promotes methodologies such as Scrum, Lean Portfolio Management, and Kanban, and pursues new service opportunities for the FDIC. The Program Manager collaborates across multidisciplinary teams to deliver specialized services, maintain performance metrics and service-level requirements, and achieve high client satisfaction and service performance.

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 in environments with stringent security requirements, such as federal government or financial services.
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 solutions to reduce costs, 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, including ServiceNow and SharePoint.
Ability to obtain and maintain a Public Trust clearance.

Nice To Haves

Master’s degree, such as an MBA or an MS in Computer Science, Engineering, or a related field.
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, maintain contract compliance, and represent the contractor in governance meetings.
Engage with client executives to align operational delivery and strategic IT initiatives with client objectives.
Manage technical, schedule, and financial aspects of service delivery and ensure Service Level Agreements are met.
Oversee full IT lifecycle services, including cybersecurity, IT operations, project and portfolio management, enterprise services, data center operations, infrastructure, and cloud migrations.
Ensure appropriate contractor resources are available, using subject matter experts during peak demands, crises, or changing project requirements.
Identify, plan for, and resolve risks using structured risk management processes, including contingency execution.
Serve as the primary point of contact for client leadership and communicate transparently while addressing issues promptly.
Build stakeholder relationships, translate business demands into actionable tasks, and improve IT support and client satisfaction.
Advocate for strategic transformation initiatives and help mature ITIL methodologies.
Monitor performance across service offerings and sustain best practices and industry standards.
Analyze service metrics, capacity utilization, trends, 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 by developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.
Ensure consistently high contractor-team performance and meet established performance metrics and SLRs.
Collaborate across multidisciplinary teams and drive delivery of infrastructure refresh, cybersecurity maturity improvements, and client support solutions.