Program Manager - IT Service Delivery

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.

Qualifications

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 transitions.

• Comprehensive understanding of full IT stack services and IT lifecycle delivery, including cybersecurity, cloud, infrastructure, and applications.

• Proven leadership in driving Service Level Agreement achievement and resolving operational challenges to ensure high client satisfaction.

• Experience developing and implementing innovative solutions to reduce cost, improve security, and streamline operations.

• Established success in engaging executive level stakeholders, leading cross functional teams, and providing clear, actionable communication.

• Exceptional problem-solving skills, with demonstrated ability to assess needs, identify risks, and implement effective solutions.

• A collaborative leader who fosters team excellence, professional development, and innovation.

• In-depth implementation experience with customization of IT management tools (ServiceNow and SharePoint)

• Preferred: Certifications in ServiceNow or Sharepoint.

• Ability to obtain and maintain a Public Trust clearance

Target salary range: $160,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2618759

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability