Sr. Program Manager

Description

The Senior Program Manager (PM) will be the designated contract manager and single point of authority for a $300M+, IT services delivery program for a federal agency enterprise. The PM will lead a geographically dispersed workforce of staff and subcontractors that delivers 24x7x365 enterprise operations, drives cost-savings, and executes the customer vision to deliver exceptional and proactive customer services through adoption of industry-leading IT and related best practices.

Primary Responsibilities:

• Contract and Program Leadership: Own overall performance for entire program scope including Transition-In, steady-state Operations & Maintenance, Innovation Projects, and Transition-Out. Maintain full authority to act on all contract matters and address customer needs in a timely manner.
• Program and Team Governance: Establish and operate a consolidated PMO that integrates multiple functions and sustains a high performance self-driven team culture. Use SAFe Agile, CMMI-SVC, and other processes to manage scope, schedule, budget, and quality.
• Customer Engagement: Interface with customers and other stakeholders on an ongoing basis to ensure customer service excellence and consistent delivery meeting client expectations.
• Financial Management: Manage program financials to meet or exceed defined targets, and apply FinOps to manage and minimize any unexpected or wasteful costs
• Schedule Management: Develop and manage detailed project schedules and forecasts for program milestones.
• Risk Management: Apply Open FAIR methodology for quantitative risk analysis; chair bi-weekly Risk Review Boards to identify, track, and mitigate risks to minimize unexpected impacts.
• Talent and Resource Optimization: Recruit, retain, and up-skill a high-performing, security-cleared workforce; maintain >95 % staffing. Implement AI-assisted workforce management, lessons-learned repositories, and role-based training that support rapid technology adoption. Plan and ensure effective utilization of all staff and non-labor resources to optimize monthly program costs to meet or exceed financial commitments.
• Innovations: Lead data driven continuous improvements and execution of innovations roadmap to achieve desired or potential cost savings for the customer and deliver superior user experiences. Coordinate with OEM and "reach-back" Centers of Excellence to inject best-of-breed capabilities.
• Performance Metrics: Establish and monitor Service Level Agreements (SLAs) and Key Learning Indicators (KLIs) to continuously improve task execution.
• Service Operations & Customer Experience: Direct 24x7 Service Desk, NOC/SOC interface, End-User Services, Data-Center/Cloud Ops, Network, Voice, Conferencing, Mobility, eDiscovery, and Asset/Configuration Management to meet or exceed all PWS-defined SLAs and drive KLI-based continuous improvement to raise Net Promoter Score (NPS) and first-call-resolution rates.
• Security, Compliance, & Zero-Trust Enablement: Lead zero-trust adoption and maintain compliant security posture across identity, device, network, application, and data pillars. Ensure ongoing FISMA Moderate/High ATO, FedRAMP alignment, TIC 3.0 compliance, COOP/DR readiness, and prompt POA&M closure.

• Bachelor's degree in Information Technology, Engineering, Business, or related field
• 15+ years of progressive leadership managing large-scale federal IT infrastructure and operations programs
• A least 5 years of experience interfacing and presenting to C-level executives
• Have extensive experience of leading programs of at least $50M annual value , at least 3,500 users, and across multiple geographic locations.
• Previous experience working Federal Financial Regulatory Agencies (i.e. IRS, FDIC, Federal Reserve, etc) contracts
• Experience on programs overseeing at least 100 Contractors
• 3+ years of experience in managing cloud migration and hybrid-cloud O&M (AWS and/or Azure) and leading enterprise ServiceNow ITSM and Microsoft 365 operations.
• Demonstrated track record delivering cost savings through continuous improvements, automation, and FinOps
• Experience with implementing and operating Zero-Trust security, FedRAMP/FISMA compliance, and supporting ATOs for Moderate or higher systems
• Proven ability to brief and influence C-level executives and government SES officials
• Active PMP required at the time of application with a PgMP by the opportunity submittal
• U.S. citizenship and ability to obtain/maintain Public-Trust clearance (Tier 2 moderate risk) within 30 days of onboarding

• Master's degree (M.S., M.Eng., MBA, or equivalent) in IT Management, Cybersecurity, or Business Administration.
• Two or more of these advanced certifications: SAFe Agile, ITIL v4, CISSP/CISM/GSEC, AWS Cloud Certification, ServiceNow Certification, Microsoft 365 Certification, FinOps Practitioner, and Lean Six Sigma Black Belt
• 2+ years leading AI/Gen-AI, RPA, or AIOps deployments in a federal environment.
• Experience establishing or running a consolidated enterprise PMO and ISO 9001 or CMMI Level 3+ service-delivery organization.
• Demonstrated success executing Zero-Touch Provisioning, Digital Experience Monitoring, and SASE roll-outs.
• Prior management of a 24x7 operation with multi-time-zone support centers.