Program Manager - IT Service Delivery

SAIC; Arlington (VA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

SAIC seeks a Program Manager to lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract. The ideal candidate will bring strategic leadership, governance excellence, and program oversight across IT operations, cybersecurity, data center management, and cloud migrations.

The right candidate will drive service excellence, manage SLAs, and collaborate with client executives to align transformational IT initiatives with business

Qualifications

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Responsibilities

• Lead all aspects of IT service delivery for a large ITIL infrastructure services contract.
• Engage with client leadership and governance bodies, ensuring alignment with business objectives.
• Manage technical, schedule, and financial aspects of the program and ensure SLAs are met.
• Oversee IT lifecycle services including cybersecurity, data center operations, and cloud migrations.
• Identify risks and implement structured risk management processes and contingency plans.
• Drive transformation initiatives and foster innovation through unsolicited proposals and new service opportunities.

Skills

ITIL

Program management

Strategic leadership

Risk management

SLA management

Cloud migrations

Cybersecurity programs

Stakeholder management

Financial management

Education

Bachelor's degree in CS/IT

Master's degree (MBA/MS) preferred

Tools

Scrum

Kanban

Lean Portfolio Management

Job description

SAIC seeks a Program Manager to lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract. The ideal candidate will have extensive experience in managing large-scale, comprehensive IT programs, a history of delivering exceptional service performance, and driving innovative solutions. This role requires a strategic leader with a deep understanding of full IT lifecycle services, a proactive approach to client satisfaction, and a proven ability to deliver transformational results within high-stake environments.

Primary responsibilities include:

Strategic Leadership and Governance

Act as the senior leader responsible for all aspects of service delivery, ensuring client goals and business strategies are met or exceeded.

Maintain a comprehensive understanding of the contract to ensure compliance and seamless service provision.

Represent the contractor organization in governance meetings, providing authoritative leadership and trusted client engagement on all program matters.

Engage directly with client executives, bridging operational delivery and strategic IT initiatives to align with client objectives.

Program Oversight and Execution

Manage technical, schedule, and financial aspects of IT service delivery, ensuring all Service Level Agreements (SLAs) are met with consistent success.

Oversee the delivery of full IT lifecycle services, including cybersecurity programs, IT operations, project/portfolio management, enterprise services, data center operations, infrastructure and cloud migrations.

Ensure availability of appropriate contractor resources, leveraging subject matter experts during peak demands, crises, or as project requirements evolve.

Drive the identification, planning, and resolution of risks through structured risk management processes, including contingency execution.

Client Relationship Management

Serve as the primary point of contact for client leadership, ensuring transparent communication while addressing any issues in a timely manner.

Build a strong relationship with stakeholders, interpreting business demands and transforming them into actionable tasks to enhance overall IT support and client satisfaction.

Position the client for IT operational excellence by advocating and aligning strategic transformation initiatives, with specific focus on maturing ITIL methodologies.

Performance Management and Service Excellence

Monitor and drive performance across all service offerings, ensuring best practices and industry standards are implemented and sustained.

Analyze service delivery metrics, capacity utilization, trend data, and infrastructure performance to identify opportunities for optimization.

Deliver continuous improvements that enhance services and reduce operational costs.

Develop and oversee corrective action plans to address and resolve potential issues, adhering to rigorous IT audit standards (e.g., FISMA).

Innovative Transformation

Own and advocate for business cases that support deployment of new technologies, enhanced service capabilities, and greater cost efficiencies.

Lead transformation by developing actionable plans, mentoring teams, and integrating methodologies like Scrum, Lean Portfolio Management, and Kanban across the program.

Promote a culture of innovation and continuous improvement by developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.

Operational Excellence and Recognition

Ensure the contractor team consistently delivers high performance, earning industry recognition through superior service delivery.

Collaborate across multidisciplined teams to achieve organizational objectives, while consistently meeting established performance metrics and SLRs.

Drive cross-functional delivery of specialized services, including infrastructure refresh, cybersecurity maturity improvements, and client support solutions.

This position calls for a high-impact leader with a documented history of program success, innovation, and client engagement. The required qualifications include:

• Bachelor's degree in computer science, information technology, or a related field and eighteen years or more of related experience. Master's degree (MBA, MS in Computer Science, Engineering, or related field) strongly preferred.
• At least 15 years of infrastructure support experience, with at least 4 years supervising projects or project teams
• Extensive experience managing a fully outsourced IT infrastructure and operations program, with proven success in environments subject to stringent security requirements (e.g., federal government, financial services, or similar domains).
• Direct experience supporting large-scale programs encompassing IT operations, cybersecurity, data center management, and client support.
• Successful track record of managing transformative IT projects, including cloud migrations, cyber risk remediation, ITIL transformations, and data center transitio