Project Manager

DMI (Digital Management, Inc.); Crownsville (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage

Tuition assistance

401(k) match

Annual awards

Wellness programs

Job summary

DMI is seeking a Project Manager to own end-to-end service delivery across Service Desk, Desktop Support, and IT Asset Management. You will align with client leadership, drive an AI-enabled omnichannel experience, and push automation and analytics to improve CSAT and efficiency.

The role requires leading cross-functional teams, managing transitions, and ensuring ServiceNow-based workflows while coordinating with CCaaS platforms to deliver a seamless end-user experience.

Qualifications

• Minimum 5 years of experience managing large IT service delivery programs, including Service Desk and End User Support.
• Minimum 3 years leading complex multi-team operations with 24x7 service delivery.
• Proven experience with ServiceNow-enabled ITSM environments.
• Experience driving service transformation with automation, AI, or CX improvements.
• Strong ITIL-based service management knowledge.

Responsibilities

• Direct and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single delivery model.
• Interface with client leadership to translate objectives into executable service plans.
• Lead evolution to AI-enabled, omnichannel customer experience model and drive automation adoption.
• Ensure standardized ITIL-aligned workflows in ServiceNow and integration with CCaaS.
• Own end-to-end performance against SLAs and KPIs, with real-time monitoring and reviews with DoIT.
• Oversee transition, onboarding, knowledge transfer, and continuity planning.

Skills

Service Delivery Leadership

ITIL Knowledge

ServiceNow

Automation/AI Experience

Vendor/ subcontractor Mgmt

Tools

ServiceNow

CCaaS

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Project Manager who serves as the single point of accountability for end-to-end service delivery, transformation execution, and operational performance across a Client Services environment. This role goes beyond traditional project oversight to function as a strategic integrator, aligning Service Desk, Desktop Support, IT Asset Management, and enabling platforms (ServiceNow and CCaaS) into a unified, high-performing service ecosystem.

The Project Manager ensures seamless continuity of current operations while driving measurable improvements in customer experience, efficiency, and service quality through disciplined execution and continuous innovation.

Duties and Responsibilities:

• Integrated Service Delivery Leadership
  • Direct and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single, cohesive delivery model, eliminating silos and improving end-to-end resolution.
  • Serve as the primary interface to client leadership, translating strategic objectives into executable service plans.
  • Ensure alignment between operational delivery and the client's evolving digital service goals.
• Transformation & Continuous Improvement Ownership
  • Lead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.
  • Drive adoption of automation, self-service, and advanced analytics to improve:
  • First Contact Resolution
  • Customer Satisfaction (CSAT)
  • Service delivery efficiency
  • Establish and manage a continuous improvement pipeline, incorporating data-driven insights, root cause analysis, and proactive service enhancements.
• ServiceNow-Centric Delivery Governance
  • Ensure all services are delivered through standardized, ITIL-aligned workflows within ServiceNow, enabling consistency, transparency, and scalability.
  • Partner with platform teams to enhance:
  • Workflow automation
  • Knowledge management
  • Virtual Agent capabilities
  • Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.
• Performance Management & SLA Accountability
  • Own end-to-end performance against all contractual SLAs and KPIs.
  • Implement real-time performance monitoring and reporting, enabling proactive issue resolution.
  • Lead regular service reviews with DoIT, providing:
  • Performance insights
  • Trend analysis
  • Actionable improvement plans
  • Ensure accountability across all subcontractors and service providers.
• Risk Management & Operational Resilience
  • Identify and mitigate delivery risks across staffing, technology, and operations.
  • Maintain robust contingency and continuity plans to ensure uninterrupted service delivery.
  • Lead response to major incidents, ensuring rapid escalation, communication, and resolution.
• Transition & Change Leadership
  • Oversee all transition activities, including onboarding, knowledge transfer, and service stabilization.
  • Ensure zero service disruption through structured transition planning and phased execution.
  • Lead organizational change management efforts to support the adoption of new tools, processes, and capabilities.
• Stakeholder Engagement & Client Partnership
  • Build strong, trust-based relationships with DoIT leadership and agency stakeholders.
  • Act as a trusted advisor, providing insights on service optimization, cost efficiency, and innovation opportunities.
  • Facilitate cross-agency alignment to standardize service deli

Qualifications

Education and Years of Experience:

• Minimum 5 years of experience managing large-scale IT service delivery programs, including Service Desk and End User Support environments.
• Minimum 3 years leading complex, multi-team operational environments with 24x7 service delivery.
• Demonstrated experience delivering services in ServiceNow-enabled ITSM environments.
• Proven ability to drive service transformation initiatives, including automation, AI, or customer experience improvements.
• Strong knowledge of ITIL-based service management practices.

Preferred Skills & Certifications:

• PMP certification or equivalent project/program management credential.
• Experience supporting state or large public sector clients.
• Experience integrating or managing cloud-based contact center platforms
• Background in managing multi-vendor or subcontractor delivery models.
• Demonstrated success in improving SLAs, CSAT, and operational efficiency metrics in comparable environments.

Background Requirements: Must be able to complete a required fingerprint background investigation.

Citizenship Status Required: No Restrictions

Physical Requirements: None required for this position.

Location: Crownsville, MD

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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.

DMI values employees for 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.

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.