Program Manager

Title: Program Manager Salary: Market Duration: Full time Location: Arlington, VA (Hybrid) Client: Government contractor Job Description: In this role you will: Maintain the Lifecycle Operations Service Level Objectives for Required Performance Measurement standards. Business Case Analysis reviews, Team Leadership and Guidance, Establish and Maintain Governance/Process/Procedure, Collaboration and Relationship Management ensuring the lifecycle of the organization is adaptive and continuously improving. Who you are: Energized when faced with complex technical challenges and diligently work to identify creative solutions. Ability to perform high quality work, both independently and with a team, in a fast-moving environment. Ability to plan and prioritize tasks to successfully meet/exceed customer expectations. Promote ITIL methodology: Service Design (Strategy, Design, Transition, Operation, and Continual Improvement) Strategy Portfolio Management; portfolio strategy, financial management, service portfolio management, release management. Provides expertise in project planning, task management, and control; including demonstrated use of project scheduling, cost management, change management, and tracking tools. Design Product Management; management of capacity, availability, security, continuity, demand, and service catalog reviews Transition Development; transition planning, configuration and change management, service validation and testing, knowledge management, deployment, lab/test, and CERP evaluation Operations Support (Tier 0-4 lifecycle support services, 24/7 service desk support, MACD support services, etc.); Service Desk: incident management and reporting, event management, request fulfillment, problem management. Access, application, IT operations, and technical management. Supporting requests for information and ensure requests for exceptions are submitted for approval, asset management and tracking, Continuity of Operations review and deployments, notification and communication, patching and vulnerability tracking, User Acceptance Testing (UAT), security configuration technology baseline management, privileged accounts, and service account management, etc. Continual Improvement Quality and Quality Assurance: Service reporting and management, service level agreement and objective reviews, proposals of recommendations, cost saving initiative reviews, tracking of licensing, certificates, and other items with expirations such as security related to authority to operate. Performs supervision and direction to ensure quality deliverables are created while managing costs, scheduling, and resources. Collaborates with Senior Government IT Staff, and performs work independently to ensure that project goals and objectives are met. Has direct lifecycle operations experience within 5 years of a candidate being on-boarded to the position. Qualified with: 8+ years of experience with leading full-scale SDLC projects while creating associated project planning artifacts. Experience in launching products and services, including ongoing analysis and continuous improvements. Experience in working with cross disciplinary teams. Experience in client and stakeholder management, include alignment between stakeholders, requirements, and associated deliverables. Knowledge of technical software development process and Agile Scrum/Kanban. Ability to use problem solving and consensus building skills. Service design (including interconnections, business case analysis, etc.). Service Transition (including Change Management, Configuration Management, Systems Development Lifecycle, lab/test, and user acceptance test services, etc.). Service Operations (Tier 0-4 lifecycle support services, 24/7 service desk support, MACD support services, etc.). Security Operations (including vulnerability/patch management; security configuration technology baseline management; privileged accounts and service account management, etc.). IT Operations Management (including Portfolio) Provides expertise in project planning, task management, and control; including demonstrated use of project scheduling, cost management, change management, and tracking tools. Performs supervision and direction to ensure quality deliverables are created while managing costs, scheduling, and resources. Collaborates with Senior Government IT Staff and performs work independently to ensure that project goals and objectives are met. Executive Level Interaction/Communication Acute Business Acumen with the ability to communicate, negotiate, and coordinate organizational activities. Must have experience briefing executive level staff on a regular cadence. Required to develop and present executive level briefings and presentations. Organizational knowledge of IT operations to effectively assign requests for information to the correct line of business. Monitor IT Servers and Systems Manage the monitoring of our customer's servers, networks, and computer systems for irregularities and performance issues to include security related anomalies. Assess system data and error logs, along with user reports, to determine areas for improvement or repair. Ability to assemble teams to mitigate immediate threats to the infrastructure. May also determine when systems or servers are due for upgrades and management of end of life (EOL) support. Oversee Upgrades and Installations Direct IT Professionals Direct the activities of IT professionals, both to directly support end users and to assist with IT department upgrades and directives. Assess current department needs and help desk inquiries and assigns personnel to resolve each issue. Manage 24-hour IT support and implement technician schedules. Develop Department Policies Develop IT policies and procedures to ensure that the department operates effectively and reliably. Must understand contract service level objectives (SLO) to effectively direct and implement policy changes, develop workflow, or implement new processes. May require developing service level agreements (SLAs) for the help desk. Develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel. Resolve Help Desk Escalations Provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user's issue, the operations manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair if the problem is related to the end user's hardware or software. Preferred Skills and Education Bachelor's Degree Eight years of experience ITIL Certification PMP