Program Manager

Koniag Government Services, LLC•Washington, DC

13d•$200,000 - $230,000•Hybrid

About The Position

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an experienced Program Manager to lead a comprehensive enterprise IT operations and support engagement for a federal customer. This critical role serves as the single accountable interface to the Government's Contracting Officer's Representative (COR) and Contracting Officer, providing disciplined program management, governance, and Agile delivery leadership across a geographically distributed, 24x7 enterprise IT environment. The Program Manager will oversee a broad portfolio of integrated IT services including enterprise Network Operations Center (NOC) operations, multi-tier Help Desk/Service Desk support, network engineering, Microsoft infrastructure administration, AI/Perplexity integration, infrastructure and platform operations, enterprise application support, IT service management, and automation and analytics capabilities. This engagement is structured around an Agile, Sprint delivery model and requires a leader who can seamlessly integrate continuous 24x7 operational obligations with an Agile planning and prioritization cadence. The ideal candidate is a seasoned federal IT program management professional with a demonstrated record of leading enterprise-scale, multi-functional IT operations programs, managing diverse cross-functional teams, and delivering measurable service improvements in a complex federal environment. This position requires the ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and applicable IT access authorizations prior to performing work. This position may be performed at customer Headquarters in Washington DC. The Program Manager serves as the senior leader and primary contractor point of contact for all aspects of program execution, governance, staffing, quality assurance, and stakeholder engagement. This individual is accountable for the successful delivery of all functional area objectives, contractual deliverables, service level commitments, and Sprint-based level-of-effort obligations. The Program Manager leads the Contractor Program Office and provides overarching direction to all functional leads and technical teams operating under this engagement.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, Program Management, or a related field from an accredited college or university.
Minimum of 10 years of progressive experience in IT program or project management, with at least 5 years managing large-scale, multi-functional federal IT operations and support programs.
Demonstrated experience serving as a Program Manager or Deputy Program Manager on a federal IT contract of comparable scope, scale, and complexity, including 24x7 NOC or Service Desk operations.
Demonstrated experience leading Agile delivery programs, including Sprint-based planning, backlog management, and Sprint ceremony facilitation in an enterprise IT environment.
Demonstrated experience managing large, diverse, cross-functional technical teams including NOC operators, service desk personnel, network engineers, systems administrators, and platform engineers.
Experience developing and managing contractual deliverables, including program management plans, transition plans, quality control plans, and performance/status reports in a federal contracting environment.
Ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and all required IT access authorizations prior to performing work requiring such access.
Exceptional communication skills in English—both written and oral—with the demonstrated ability to effectively engage senior Government officials, technical teams, functional leads, and non-technical stakeholders at all levels of the organization.
Proven ability to serve as the single accountable contractor interface to a Government COR and Contracting Officer, managing all program performance, risk, staffing, and compliance matters with professionalism and transparency.
Deep knowledge of federal IT program management principles, including scope, schedule, cost, risk, quality, and stakeholder management in a complex, multi-functional federal IT environment.
Strong Agile delivery leadership skills, including experience integrating Sprint-based planning and prioritization cadences with continuous 24x7 operational obligations.
Demonstrated expertise in enterprise IT service management (ITSM) aligned to ITIL 4, including incident management, problem management, change management, service-level management, and continual service improvement.
Knowledge of enterprise IT operations environments including NOC/SOC operations, multi-tier Service Desk support, network engineering, Microsoft 365/Azure infrastructure, cloud operations (AWS/Azure), and end-user computing.
Experience developing, tracking, and reporting program performance metrics, KPIs, and service level achievement data through dashboards and recurring status reports.
Familiarity with applicable Federal compliance frameworks including FISMA, NIST SP 800-53, FedRAMP, HSPD-12/FIPS 201, NIST SP 800-207 Zero Trust Architecture, OMB M-22-09, and Section 508.
Experience managing 100% staffed coverage obligations across 24x7 shift operations, including shift model design, rotation structures, cross-training, bench depth, and surge capacity management.
Experience developing and managing transition-in and transition-out plans for federal IT operations programs, achieving full operational capability while maintaining continuous service delivery.
Strong quality management skills, including Quality Control Plan development, performance surveillance, corrective action management, and continual improvement program execution.
Proficiency with Microsoft Office Suite, Microsoft Teams, and enterprise collaboration and reporting tools.
Strong organizational skills with the ability to simultaneously manage multiple functional areas, competing priorities, and stakeholder demands with a high degree of accountability and attention to detail.

Nice To Haves

Master's degree in a relevant field.
Prior experience supporting civilian agency IT operations programs.
Experience managing programs delivered under a GSA Multiple Award Schedule (MAS) contract vehicle.
Experience managing IT operations and maintenance contracts with defined service level agreements.
Project Management Professional (PMP) certification or equivalent (e.g., DAWIA Program Management, FAC-P/PM).
ITIL 4 Foundation certification or higher (e.g., ITIL 4 Managing Professional, ITIL 4 Strategic Leader).
Certified Scrum Master (CSM), SAFe Agilist, or equivalent Agile/Scrum certification demonstrating formal Agile delivery leadership credentials.
Experience managing IT operations programs for civilian federal agencies with distributed, hybrid on-premises and cloud infrastructure environments.
Familiarity with AWS commercial and GovCloud, Microsoft 365, Azure Government, and Microsoft Entra identity platforms at an enterprise operational scale.
Experience managing programs that include AI/emerging technology integration activities, including governance and responsible-AI compliance considerations.
Experience with enterprise asset and IT financial management, including IT asset inventory management, license compliance tracking, and IT cost visibility reporting.
Familiarity with enterprise A/V and conferencing systems support in a federal facility environment.
Experience with GSA MAS contract vehicles, FAR Subpart 8.4 ordering procedures, and FAR 8.405 compliance requirements.
Experience developing and managing Property Management Systems compliant with FAR 52.245-1.
Knowledge of CUI safeguarding requirements, including NIST SP 800-171, and experience managing contractor compliance with CUI handling obligations.
Experience supporting or managing HSPD-12/PIV credentialing and background investigation processes for large contractor workforces.
Familiarity with enterprise automation, ITSM platform administration (e.g., ServiceNow), and analytics/reporting tools supporting operational metrics and Sprint velocity reporting.
CompTIA Security+, CISSP, or equivalent cybersecurity certification demonstrating knowledge appropriate to managing personnel with privileged access to federal IT systems.

Responsibilities

Serve as the single accountable interface to the COR and Contracting Officer for all matters related to program performance, staffing, deliverables, risk, and compliance.
Provide executive-level program oversight across all thirteen functional areas, ensuring integrated, coordinated delivery that meets Government objectives for availability, user support, engineering, service management, and continual improvement.
Develop, maintain, and execute the Program Management Plan and Agile Delivery and Staffing Plan, ensuring alignment with Government priorities and contractual requirements throughout the period of performance.
Lead post-award kickoff meeting planning, coordination, and execution, including development and delivery of the Post Award Meeting Agenda and Post Award Meeting Minutes.
Oversee the development and timely submission of all contractual deliverables, including Sprint Plans, Sprint Review Reports, Sprint Retrospectives, Monthly Status and Performance Reports, service-level/ITSM metrics dashboards, risk and issues registers, the Quality Control Plan, Transition-In Plan, and Transition-Out Plan.
Maintain a current, prioritized program risk and issues register, proactively identifying and mitigating risks to program performance, coverage continuity, and service level achievement.
Ensure all program activities comply with applicable Federal statutes, regulations, Executive Orders, FAR/DFARS requirements, GSA MAS contract terms and conditions, FISMA, NIST SP 800-53, FedRAMP, HSPD-12/FIPS 201, NIST SP 800-207 Zero Trust Architecture, OMB M-22-09, and federal IT and cybersecurity policies.
Lead the program's Agile operating model, ensuring effective integration of two-week Sprint ceremonies—including Sprint Planning, daily coordination, Sprint Review, and Sprint Retrospective—with continuous 24x7 operational obligations across the NOC and Service Desk.
Oversee backlog management activities, ensuring a prioritized, groomed backlog is maintained in Government ITSM/Agile tooling and that Sprint commitments reflect accurate, achievable level-of-effort commitments each Sprint.
Serve as the contractor's senior liaison to the COR or designated Government Product Owner for Sprint prioritization, backlog refinement, and roadmap execution activities.
Ensure Sprint level-of-effort delivery meets or exceeds target and committed Sprint work items are completed each Sprint.
Provide or assign Agile delivery leadership (Scrum Master or equivalent) from within the Contractor Program Office structure.
Conduct Sprint Reviews and deliver Sprint Review Reports at Sprint end and ensure Monthly Status and Performance Reports are submitted on time.
Oversee all staffing activities, including recruitment, onboarding, retention, clearance processing, certification management, and succession planning, ensuring 100% staffed coverage of NOC and Service Desk functions at all times without degradation.
Ensure all personnel meet or exceed the expertise and qualification objectives, including advanced certifications for Tier 3/Tier 4 positions and foundational certifications for Tier 1/Tier 2 Service Desk positions.
Manage personnel transitions, replacements, and surge staffing to ensure no degradation to performance, coverage, or expertise at any time during leave, illness, training, attrition, or transition activities.
Ensure all contractor personnel complete required security awareness training, obtain appropriate background investigations and HSPD-12 PIV credentials, and maintain all required certifications as current and unexpired throughout performance at Contractor expense.
Provide timely notification to and seek approval from the COR prior to any removal, replacement, or diversion of Key Personnel.
Lead a low-risk, well-managed transition-in effort achieving full operational capability no later than 30 calendar days after award, with Sprint 1 commencing at award and no degradation to ongoing 24x7 operations.
Develop and execute a phased transition-in approach addressing mobilization, staffing ramp-up, knowledge transfer, access and credentialing, and transition risk mitigation.
Develop and submit the Transition-Out Plan no later than 60 days before period end, ensuring orderly handoff to the Government or successor contractor with full documentation, knowledge transfer, and continuity of operations.
Ensure all service level objectives defined are met or exceeded.
Develop, implement, and maintain the Quality Control Plan, establishing quality assurance processes, performance surveillance activities, and corrective action procedures across all functional areas.
Conduct regular program performance reviews, analyze service-level and ITSM metrics data, identify trends and improvement opportunities, and drive measurable continual service improvement through automation, analytics, and retrospective-driven action items.
Ensure all contractor personnel and program activities comply with applicable security, privacy, and compliance requirements including FISMA, NIST SP 800-53, FedRAMP, HSPD-12/FIPS 201, Zero Trust Architecture principles, Section 508, CUI safeguarding requirements, and IT and cybersecurity policies.
Oversee prompt reporting of suspected or confirmed security incidents in accordance with customer incident response procedures.
Ensure application of least-privilege, separation-of-duties, and Zero Trust principles across all contractor-supported environments.
Protect source-selection-sensitive and procurement-sensitive information consistent with FAR 3.104 and FAR 4.803.
Establish, implement, and maintain a documented, commercially based Property Management System (PMS) compliant with FAR 52.245-1 to control, protect, preserve, and account for all Government-Furnished Property throughout the period of performance.
Ensure all Government-Furnished Information (GFI) is used only for authorized purposes, safeguarded in accordance with applicable requirements, and returned or transferred to the Government at the end of the performance period.