Program Manager Jobs

About The Position

Requirements

• Bachelor’s Degree in a related field plus five (5) years of relevant experience.
• In lieu of a degree, ten (10) years’ total relevant experience is acceptable.
• U. S. Citizenship is required.
• Ability to obtain and maintain a DOE Security Clearance.
• Strong understanding of KPIs, SLAs, and performance metrics.
• Demonstrated ability to develop and implement talent acquisition and retention strategies.
• Expertise mentoring, guiding, and providing performance feedback and corrective action to team members performing a management role.
• Expertise in strategic planning and continual improvement.
• Exceptional leadership and people management skills.
• Strong communication and interpersonal skills.
• Ability to manage budgets and resources.
• Travel required up to 15%.

Nice To Haves

• Relevant certifications such as PMP, ITIL, KCS.
• In-depth understanding of ITSM best practices.
• Experience working within ServiceNow.
• Experience with advanced technological solutions.
• Visionary leadership with the ability to inspire and motivate teams.
• Strategic thinker with a focus on long-term goals.
• Strong decision-making capabilities.
• Adaptable and resilient in a dynamic workplace.
• Commitment to fostering a diverse and inclusive environment.
• Exemplary integrity and ethical conduct.
• Excellent problem-solving skills.
• Ability to build strong and trusting relationships with internal and external stakeholders.
• Proven experience with Process documentation, Continual Service Improvement activities, and Data Driven Decision making.
• Demonstrate a proven ability to foster a collaborative and growth-oriented environment.
• Promote knowledge sharing and best practices within the team and across the organization.

Responsibilities

• Plans, directs, and coordinates the strategic, operational, and tactical activities of individuals responsible for the delivery of information technology support services.
• Develops and implements clear operational objectives and plans for the organization.
• Identifies and assembles the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements.
• Aligns organizational objectives with detailed, executable work plans for the organization.
• Develop contingency plans to address changes in business needs and operating environments.
• Participates in operational meetings with the client’s delegated representatives both on-site and virtually.
• Ensure high-performing technical teams operate effectively in a secure manner.
• Accountable for meeting KPIs and SLAs related to performance.
• Develop and implement strategies to attract staff and retain top talent within staffing.
• Foster a people-focused culture with an emphasis on career development and customer satisfaction.
• Drive continual improvement through strategic analysis of trends and data, delivering actionable insights.
• Enable a collaborative and innovative work environment to support team growth.
• Manage resource allocation and budget planning to optimize operational efficiency and identify cost savings to the client.
• Evaluate resource modeling strategies, automation, or service improvements to deliver more efficient services that result in savings to the customer.
• Ensure compliance with industry and regulatory standards.
• Leverage and implement industry best practices such as ITIL to optimize service delivery.
• Analyze ticket trends, anticipate client needs, and propose action plans to proactively address challenges and issues across a broad scope of services to optimize service delivery.
• Implement process improvement methodologies to evaluate and adapt current processes to improve productivity, streamline workflows, and reduce costs.
• Collaborate with cross-functional teams and stakeholders to align organizational goals.
• Develop and implement performance objectives, process improvements, and professional development plans aligned with business needs.
• Maintain the health and security of our customers’ IT experience, ensuring reliable, repeatable, and secure performance.
• Oversee end-to-end delivery of IT and operational services to ensure alignment with client expectations and contractual requirements.
• Serve as the primary point of contact for client delivery matters, ensuring timely communication, issue resolution, and strong partnership with client stakeholders.
• Lead operational reviews and participate in client meetings to provide updates on performance, risks, and improvement initiatives.
• Coordinate cross-functional teams to support seamless delivery of services across multiple labs and technical environments.

Benefits

• ISO 9001, 20000-1, 270001 certified.
• Appraised at CMMI Level 3 Maturity for Development and Services.
• Named in the Top Workplaces in the Greater Washington Area Companies since 2018.
• Equal Opportunity Employer.