Program Manager, Congressional IT & Service Delivery

Digital Management Llc; Northern (KY); Hybrid; 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

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.