Project Manager, Client Services

Titan Technologies Career•Derwood, MD

About The Position

Titan Technologies is seeking a Project Manager to lead the day-to-day performance across a multi-year statewide managed IT services engagement under which Titan will implement, operate, and maintain specific lines of Client Services and work orders. The PM is the operational and delivery authority for the Client Services program. Reporting to the Titan Executive Sponsor, this position owns the day-to-day performance across Service Desk, Desktop Support, and IT Asset Management (ITAM) service lines. The PM will serve as the primary interface with the Client and is directly accountable for meeting the contractual Service Level Agreements, producing all required deliverables on schedule, managing staffing levels, and driving continuous improvement across all three service areas. The ideal candidate has deep hands-on experience with implementing industry leading CCaaS platforms, ServiceNow platform architecture, ITSM, CSM, ITAM, integrations, workflow automation, and enterprise service delivery. The Project Manager serves as the primary leader and single point of accountability for successful delivery of all contract activities and operations. This role requires both technical leadership and regular client-facing engagement, including the ability to lead contract planning and governance processes through structured project management methodologies aligned with PMI PMBOK and State SDLC and security standards.

Requirements

5+ years of project management experience, including 3+ years of hands-on IT Service Desk or IT Operations management experience.
Demonstrated experience delivering IT services to government or commercial entities with at least 10,000 end users.
Working knowledge of ITIL-based service management frameworks, ITSM, ITAM, and ITOM.
Experience managing performance against quantitative SLA regimes, including response and resolution times, availability, CSAT, and first contact resolution targets.
Proficiency with ServiceNow for incident management, service request tracking, knowledge management, and performance analytics.
Strong verbal and written communication skills, with demonstrated ability to produce executive-level reports, root cause analyses, and escalation documentation on tight deadlines.
Ability to pass a Level 2 background investigation.

Nice To Haves

Project Management Professional (PMP) certification from the Project Management Institute (PMI)
ITIL Foundation certification or higher
Experience managing industry-leading cloud-based Contact Center as a Service platforms and technologies
Experience with CSDM, CMDB health, Discovery, Service Mapping, Event Management, or ITOM Visibility.
Experience with ServiceNow CSM, customer portals, case management, knowledge management, omnichannel support, and contact center integrations.
Experience with FedRAMP, CJIS, NIST 800-53, CMMC, Section 508, ITIL, ISO 20000, ISO 27001, or similar compliance frameworks.
ITIL Foundation certification preferred.
Master’s degree or MBA preferred.

Responsibilities

Direct all aspects of contract performance across the Service Desk, Desktop Support, and IT Asset Management teams, ensuring staffing levels, workflows, and technology platforms consistently meet contractual requirements.
Own the Problem Escalation Procedure (PEP), including initial submission to the Client, annual updates, and real-time modifications as circumstances change.
Manage the Work Order process from intake through execution, including preparation of responses to Work Order requests, coordination of proposed resources, and interface with the Client and Procurement Officer for approvals.
Manage scope, schedule, resources, risks, and deliverables across all service areas ensuring all work complies with technical and performance requirements, contract terms, and State policies and standards.
Coordinate closely with key Client stakeholders including the State Project Manager and Client project manager.
Monitor and ensure achievement and compliance with Service Level Agreements (SLA), Key Performance Indicators (KPI), and performance metrics.
Oversee operational performance across: Service Desk, Desktop Support, and ITAM and direct staffing adjustments, workflow changes, and technology enhancements to prevent breach conditions before they occur.
Conduct and deliver root cause analysis within contractual timeframes of any repeated SLA or KPI and all Priority 1 and Priority 2 problem occurrence, as required.
Produce and deliver the full suite of operational reports on their contractual schedule.
Ensure each deliverable passes Titan's internal quality control process before submission and meets all minimum acceptance criteria defined by the contract, including factual accuracy, logical organization, proper grammar, revision tables, and compliance with customer policies and industry standards.
Work with corporate finance operations to deliver invoices accompanied by contract-required backup and documentation in accordance with contract invoicing requirements.
Oversee operations of a 24x7,365 Service Desk, managing the CCaaS platform, IVR/ACD system, ServiceNow ITSM integration, and all real-time performance dashboards.
Oversee all Contractor personnel, including key roles such as the Contact Center Manager and technical teams.
Ensure adequate staffing levels and the ability to scale resources based on demand fluctuations.
Ensure all personnel meet training, certification, and compliance requirements.
Direct Desktop Support teams deployed across State agencies, including dedicated 24x7 staff assigned to agencies requiring 24x7x365 support.
Oversee ITAM operations including device refresh cycles, Windows imaging, domain join, data migration, asset inventory capture, and compliance with Client asset management policies.
Coordinate with key customer functions for Client Services, Identity and Access Management, Platform Management, and Office of Security Management teams as required to support integrated service delivery.
Serve as the primary point of contact for Client’s Contract Monitor on all matters of performance, compliance, staffing, and contract administration.
Lead program/operational reviews, status meetings, and executive briefings.
Present performance data and trend analysis, and propose service improvements based on SLA metrics, CSAT results, and quality assurance findings.
Ensure compliance with all applicable Client IT security policies and business standards.
Manage escalation processes and ensure rapid resolution of issues.
Support small business subcontracting goals, ensuring prompt payment compliance and accurate subcontracting reporting.
Oversee all contract personnel, including key roles such as Contact Center Manager and technical teams.
Coordinate workforce planning, onboarding, and performance management.