Senior Program Manager

Northramp•Washington, DC

4d•Hybrid

About The Position

Northramp is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization engagement for a federal agency. The agency is consolidating distributed Level 1 IT support across its divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow. The Senior Program Manager will manage the full lifecycle of the modernization and serve as a trusted advisor to stakeholders and decision-makers throughout the engagement. The role leads a team of ITSM, knowledge management, and ServiceNow specialists; manages scope, schedule, risk, and quality on a firm-fixed-price task order; and serves as the primary point of contact for agency IT leadership. The work includes an 11-week current-state assessment and may include optional design, implementation, and post-launch advisory phases. The position is a proposed Key Personnel role and is contingent upon contract award. Selected candidates will be asked to sign a letter of intent and allow Northramp to submit their resume as part of its proposal. The role is hybrid and based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected according to program needs, including stakeholder workshops, governance meetings, and executive briefings. Candidates outside the DC region are not eligible.

Requirements

10+ years of program or project management experience.
5+ years managing IT service transformation or MSP transition projects.
PMP (Project Management Professional) or equivalent project management certification.
Experience managing multi-phase consulting engagements.
Experience working with federal or financial services institutions.
Strong stakeholder management and executive communication skills.
Experience leading change management in complex organizations.
Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
Eligible to work in the United States.
Based in the Washington, DC region.

Nice To Haves

Moderate to extensive experience implementing or modernizing ServiceNow functionality, especially ITSM in a service desk setting.
Experience with ServiceNow upgrades, reimplementations, or legacy ITSM migrations.
Familiarity with ServiceNow Strategic Portfolio Management (SPM) or similar tools.
ServiceNow certification or ITIL 4 Foundation.
3+ years of experience working with the Federal Government or federal financial regulatory agencies.
Experience with FISMA/NIST compliance environments.
Experience managing engagements for federal financial regulators.

Responsibilities

Plan and lead all engagement phases, from project initiation and the 11-week current-state assessment through optional design, implementation, and post-launch advisory phases.
Maintain the integrated project plan and work breakdown structure; track milestones and deliverables; and manage risks, issues, and dependencies on a firm-fixed-price basis.
Coordinate the Lead ITSM/ITIL Consultant, Knowledge Management SME, ServiceNow Architect, and supporting staff to sequence work and meet quality standards.
Serve as the primary client contact, run governance meetings and status reporting, and brief agency IT leadership on findings, decisions, and progress.
Schedule and coordinate stakeholder interviews and workshops across divisions and secure buy-in from teams whose support models are changing.
Oversee change management and communications to support adoption of the new service model with minimal disruption.
Ensure operating model, knowledge base, and service catalog designs are incorporated into ServiceNow configuration, testing, and training.
Guide development of MSP requirements and transition plans to position the agency to select and oversee its provider.
Confirm deliverables meet agency standards, security requirements, and acceptance criteria.