Senior Program Manager - Federal Service Desk Modernization

Northramp LLC.; Washington (District of Columbia); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Employee Bonus Programs

Medical, Dental, and Vision Insurance

401(k) Retirement Plan

Basic Life, Voluntary Life, and AD&D

Short-Term and Long-Term Disability

Paid Time Off

Paid Parental Leave

Training and Professional Development

Remote Work Opportunities

Wellness Resources

Job summary

Northramp LLC. is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization for a federal agency. Hybrid work arrangement in the Washington, DC area with on-site presence as needed.

You will manage the full lifecycle, coordinate ITSM, Knowledge Management, and ServiceNow specialists, and ensure delivery on a firm-fixed-price task order while guiding change management and MSP readiness.

Qualifications

• 10+ years of program/project management experience.
• 5+ years managing IT service transformation or MSP transition projects.
• PMP (Project Management Professional) or equivalent project management certification.
• Experience managing multi-phase consulting engagements.
• Experience working with federal or financial services institutions.
• Strong stakeholder management and executive communication skills.
• Experience leading change management in complex organizations.
• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
• Eligible to work in the United States.
• Based in the Washington, DC region.

Responsibilities

• Lead the engagement: plan and run all phases, from project initiation and the 11-week current-state assessment through optional design, implementation, and post-launch advisory phases.
• Manage scope, schedule, and risk: maintain the integrated project plan and work breakdown structure, track milestones and deliverables, and manage risks, issues, and dependencies on a firm-fixed-price basis.
• Direct the team: coordinate the Lead ITSM/ITIL Consultant, Knowledge Management SME, ServiceNow Architect, and supporting staff so work moves in the right sequence and meets quality standards.
• Serve as primary client contact: run governance meetings and status reporting, and brief agency IT leadership on findings, decisions, and progress.
• Engage stakeholders across divisions: schedule and coordinate interviews and workshops, and secure buy-in from divisional teams whose support models are changing.
• Guide organizational change: oversee change management and communications so users and IT teams adopt the new service model with minimal disruption.
• Oversee ServiceNow work: make sure the operating model, knowledge base, and service catalog designs are built into ServiceNow configuration, testing, and training.
• Support MSP readiness: guide development of MSP requirements and transition plans that position the agency to select and oversee its provider.
• Manage quality and compliance: confirm deliverables meet agency standards, security requirements and acceptance criteria.

Skills

Stakeholder management

Executive communication

Change management

Experience managing multi-phase MS/IT?

Federal or financial services sector

PMP certification

MSP transition experience

ServiceNow knowledge

Education

Bachelor’s degree in Information Technology, Business, or related field

Tools

ServiceNow

ITSM

MSP transition

Job description

Northramp LLC. is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization for a federal agency. Hybrid work arrangement in the Washington, DC area with on-site presence as needed.

You will manage the full lifecycle, coordinate ITSM, Knowledge Management, and ServiceNow specialists, and ensure delivery on a firm-fixed-price task order while guiding change management and MSP readiness.