Senior Program Manager, Service Desk Modernization (Remote)

Northramp LLC; Vermont; 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 保险

Job summary

Northramp LLC is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization engagement for a federal agency. Hybrid work arrangement in the DC metro area with on-site presence as required, coordinating across ITSM, Knowledge Management, and ServiceNow teams.

The role demands deep federal experience, strong stakeholder management, and a track record of guiding complex service transformations and MSP transitions.

Qualifications

• 10+ years of program/project management experience.
• 5+ years IT service transformation or MSP transition experience.
• PMP or equivalent certification.
• Experience with federal or financial services institutions.
• Eligible to work in the United States and DC-region based.
• Strong stakeholder management and executive communication.

Responsibilities

• Lead the engagement across all phases from initiation to post-launch advisory.
• Manage scope, schedule, risk and quality on a firm-fixed-price task order.
• Direct ITSM/ITIL, Knowledge Management, and ServiceNow specialists.
• Serve as primary client contact and govern governance meetings.
• Oversee ServiceNow design, configuration, testing, and training.
• Guide MSP readiness and transition plans.
• Ensure compliance with agency standards and security requirements.

Skills

Program management

MSP transition

PMP certification

Federal sector experience

Stakeholder management

Change management

Information Technology

US work eligibility

DC-area based

Education

Bachelor’s degree / equivalent experience

Tools

ServiceNow

ITIL

Job description

Northramp LLC is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization engagement for a federal agency. Hybrid work arrangement in the DC metro area with on-site presence as required, coordinating across ITSM, Knowledge Management, and ServiceNow teams.

The role demands deep federal experience, strong stakeholder management, and a track record of guiding complex service transformations and MSP transitions.