Program Manager

Digital Management Llc; Northern (KY); On-site; USD 176,000 - 220,000; Full time

Job summary

DMI, a leading provider of digital services and technology solutions, seeks a Program Manager to own delivery and customer accountability for Maintenance and Systems Administration services to House Members, Committees, Leadership, and support offices in Washington, DC.

The role serves as the contract's Authorized Contractor Representative and single point of authority to the COR for performance, staffing, and subcontractor accountability.

Qualifications

• Bachelor's degree or four years of directly relevant IT program management experience in lieu of a degree, with PMP requirement met.
• Eight to ten years of progressive IT service delivery or program management experience with P&L or delivery accountability on a federal or legislative branch contract.
• Experience as contractor's named point of accountability to a government COR with formal status reporting, performance reviews, and issue escalation.
• Experience managing contractual SLAs across HQ and distributed field locations.
• Experience managing subcontractor or partner performance against SLAs, including remedies and escalation.
• IT service management practices for incident, change, and configuration management within a customer-owned ticketing system of record.
• Prior U.S. House of Representatives, U.S. Senate, or legislative branch delivery experience, particularly Congressional Transition operations.
• Experience with enterprise ITSM platforms like BMC Helix or ServiceNow.
• Fluency in building executive performance dashboards in Power BI or equivalent reporting tool.

Responsibilities

• Serve as the Authorized Contractor Representative and liaise to the COR, delivering status reports for COR approval and notifying the House of any change in ACR designation.
• Deliver monthly electronic reports to the COR covering network devices, data disposal, call center tickets, survey data, services changes, and inventory.
• Meet with the COR at least monthly to review status, performance results, and outstanding issues; respond to COR-requested meetings promptly.
• Adhere to mandatory response/resolution times (1-hour initial response, 4–8 hours on-site, 12–18 hour resolutions) and drive escalation and root cause analysis when at risk.
• Monitor addition/removal of equipment with cost changes; certify data removal and report new serial numbers within 30 days of installation.
• Document Significant Change proposals and obtain written House approval before implementation; escalate only through the COR for scope/terms/price/schedule effects.
• Manage subcontractor performance against nationwide SLAs for district office dispatch, including on-site arrival verification and escalation for misses.
• Lead program staffing: reach full operational capability within 30 days for new Work Orders, present replacements within 3 business days, onboard within 10 days of COR approval, and scale surge capacity during peak periods.
• Operate the program reporting platform inside the House 365 environment, sourcing metrics from the House system of record to ensure SLAs and ticket data reach the COR without manual manipulation.
• Run risk and quality governance, maintain a risk register, trigger corrective actions, and submit audit remediation plans within 10 business days of results.

Skills

Power BI

Education

Bachelor's degree in information technology, business management, or related field

PMP certification

ITIL 4 Foundation

HDI Support Center Manager

Certified Scrum Master

Tools

BMC Helix

ServiceNow

Job description

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Program Manager to join us. The Program Manager owns delivery and customer accountability for DMI's Maintenance and Systems Administration services to House Member, Committee, Leadership, and support offices, and serves as the contract's Authorized Contractor Representative. The role is the single point of authority to the Contracting Officer's Representative for performance, reporting, staffing, and subcontractor accountability across a Client Work Order model that scales from initial award to nationwide district office coverage. Until the Operations Lead is designated at Client Work Order award, the Program Manager also holds senior technical decision authority for the program

Duties and Responsibilities:

• Serve as the Authorized Contractor Representative and sole liaison to the Contracting Officer's Representative (COR), delivering periodic status reports for COR approval and notifying the House of any change in the ACR designation.
• Deliver monthly electronic reports to the COR no later than the third business day of each month covering all required content: network devices installed, customer data disposal, call center ticket information, survey data, current customer list with services and changes, server and software inventory with versions, third-party applications touching House data, and staff information.
• Meet with the COR at least monthly to review status reports, performance results, and outstanding issues, and respond to COR-requested meetings in a timely manner.
• Hold delivery accountable to the mandatory response and resolution times - one-hour initial response, on-site arrival within four hours for DC and eight hours for district offices, resolution within twelve and eighteen hours respectively - and drive tiered escalation and root cause analysis when a threshold is at risk.
• Work with each Client to monitor the addition and removal of covered equipment units, coordinate resulting support plan cost changes, certify monthly to the COR that data has been removed from replaced storage devices, and report new serial numbers within thirty days of installation.
• Document any proposed Significant Change and hold implementation pending written House approval, escalating only through the Contracting Officer for anything affecting scope, terms, pricing, or schedule.
• Manage subcontractor performance against service level commitments for nationwide district office dispatch, including on-site arrival verification and escalation when a partner misses a threshold.
• Own program staffing: reach full operational capability on new Client Work Orders within thirty days, present qualified replacement candidates within three business days of a vacancy, complete onboarding within ten business days of COR approval, and scale surge capacity for Congressional Transition and peak periods.
• Operate the program reporting and performance platform inside the House Microsoft 365 environment, sourcing metrics directly from the House system of record so that service level attainment, ticket volumes, and satisfaction data reach the COR without manual manipulation.
• Run risk and quality governance, maintaining a risk register, triggering corrective action, process improvement, or service improvement plans in coordination with the COR, and submitting written audit remediation plans within ten business days of receiving results.

Qualifications

Education and Years of Experience:

• Bachelor's degree in information technology, business management, or a related field.
• DMI will consider an additional four years of directly relevant IT program management experience in lieu of a degree, provided the PMP requirement is met.
• Eight to ten years of progressive IT service delivery or program management experience, including direct profit-and-loss or delivery accountability on a federal or legislative branch contract.
• Demonstrated experience as the contractor's named point of accountability to a government COR or equivalent, including formal status reporting, performance reviews, and issue escalation.
• Experience managing to contractual response and resolution service level agreements across both headquarters and geographically distributed field locations.
• Experience managing subcontractor or partner performance against service level commitments, including remedy and escalation enforcement.
• Working command of IT service management practice for incident, change, and configuration management within a customer-owned ticketing system of record.
• Prior U.S. House of Representatives, U.S. Senate, or legislative branch delivery experience, particularly Congressional Transition operations.
• Experience with BMC Helix, ServiceNow, or a comparable enterprise IT service management platform.
• Fluency building executive performance dashboards in Power BI or an equivalent reporting tool.

Required Skills & Certifications

• Active Project Management Professional (PMP) certification.
• Ability to pass a U.S. Capitol Police background check and CAO suitability adjudication, complete Form I-9 employment eligibility verification, execute a non-disclosure agreement, and comply with House Office of Cybersecurity policies.
• ITIL 4 Foundation certification or higher.
• HDI Support Center Manager or Certified Scrum Master credential.

Background Requirements:Must successfully pass a U.S. Capitol Police background investigation and CAO suitability adjudication, complete Form I-9 verification, execute a non-disclosure agreement, and adhere to House Office cybersecurity policies.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements:None requiredfor this position.

Location: Washington, DC

Minimum Salary Rate

$176,000

Median Salary Rate

$220,000

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right– We lead with honesty and integrity.
• Own the Outcome– We take responsibility and deliver.
• Deliver for Our Customers– We are relentless about delivering value.
• Think Bold, Act Smart– We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge– Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development– Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial– Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition– Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMIvalues employeesfor their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.