IT Managed Services - Program / Delivery Manager

Job Title: IT Managed Services - Program / Delivery Manager

Location: Washington, DC 20024

W2 Salaried

Position Overview

This position is responsible for overseeing the service delivery model, managing technical operations, and ensuring contract compliance across a complex, geographically distributed enterprise architecture.

The primary objective is to manage day-to-day operations using an Information Technology Service Management (ITSM) framework to support all personnel, including employees, volunteers, and contracting staff.

Key Responsibilities

1. Service Delivery & ITSM Framework Management

·         Establish, implement, and maintain an enterprise-wide service delivery model based on an ITSM framework or equivalent industry standard.

·         Ensure consistent, high-quality network monitoring, infrastructure management, and end-user customer service.

·         Maintain operational readiness to achieve the baseline functional targets required from Day 1 of contract performance.

2. Operations & Multi-Site Coordination

·         Oversee comprehensive IT managed services supporting a user base of approximately 7,000 network users.

·         Coordinate technical support operations seamlessly across 7 geographically distributed organizational locations.

·         Manage a dynamic workflow that handles high-volume ticketing, desktop support, systems monitoring, and peripheral infrastructure maintenance.

3. Performance Quality Assurance & Governance

·         Monitor, analyze, and report on organizational performance against the Quality Assurance Surveillance Plan (QASP) and established Performance Standards.

·         Collaborate with the Representative to negotiate performance metrics, implement continuous service improvements, and manage performance incentives or disincentives.

·         Ensure strict compliance with all relevant Federal Acquisition Regulation (FAR) provisions and security requirements.

4. Resource Allocation & Staffing Plan Execution

·         Develop and manage complex staffing schedules utilizing various personnel categories (full-time, part-time, temporary, and cross-utilization) to satisfy all guidelines.

·         Ensure all deployed personnel successfully clear the mandatory federal suitability determinations, background checks, and annual screening processes.

Required Qualifications & Suitability

Experience & Operational Standards

·         Corporate Experience: Demonstrated background successfully implementing large-scale IT managed services projects within federal agencies or organizations of comparable size and complexity.

·         Scale Competency: Verifiable history managing environments with at least 7,000 active network users and a minimum of 7 distinct regional or distributed facilities.

·         Project Governance: Documented track record of delivering technical milestones and complex migrations strictly on budget and on schedule.

Federal Suitability & Background Check Required

Travel: Any required travel is subject to prior administrative review and must comply with standard federal travel regulations (FAR 31.205-46).