Program Manager - IT Service Delivery

SAIC • Arlington, VA

1d • Onsite

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, oversees technical, schedule, and financial performance, and ensures client objectives and contractual obligations are met. The Program Manager serves as the primary contact for client leadership and represents the contractor in governance meetings, aligning operational delivery with strategic IT initiatives.

The position oversees full IT lifecycle services, including cybersecurity, IT operations, project and portfolio management, enterprise services, data center operations, and infrastructure and cloud migrations. It drives service-level performance, risk management, continuous improvement, operational cost reductions, and transformation initiatives. The Program Manager also leads teams and cross-functional delivery, supports ITIL maturity, and pursues innovation and new service opportunities for the FDIC.

The role is based on-site in Arlington, Virginia, is full-time, and involves travel approximately 10% of the time. A Public Trust clearance must be obtainable. The target salary range is $160,001–$200,000.

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 communicating clearly and actionably.
• 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, 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, business strategies, contract requirements, and service commitments are met or exceeded.
• Represent the contractor in governance meetings and engage directly with client executives and stakeholders.
• Manage technical, schedule, and financial aspects of service delivery and ensure Service Level Agreements are achieved.
• Oversee full IT lifecycle services, including cybersecurity, 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 during peak demand, crises, or changing project needs.
• 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 resolving issues promptly.
• Translate stakeholder business needs into actionable work that improves IT support and client satisfaction.
• Advocate for strategic transformation initiatives, particularly the maturation of ITIL methodologies.
• Monitor performance across service offerings and sustain industry best practices and 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 for business cases supporting 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.
• Pursue unsolicited proposals, white papers, and new service opportunities for the FDIC.
• Collaborate across multidisciplinary teams to meet organizational objectives, performance metrics, and SLRs.
• Drive cross-functional delivery of infrastructure refresh, cybersecurity maturity improvements, and client support solutions.
• Foster high performance and a culture of innovation and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior