Program Manager

Responsibilities

• Serve as the primary interface between BRMi and Government stakeholders.
• Provide overall management, direction, and oversight of contract operations.
• Ensure compliance with all contractual requirements, service level agreements (SLAs), and performance standards.
• Develop and execute strategic plans to support mission objectives and operational excellence.
• Manage program risks, issues, dependencies, and mitigation strategies.
• Oversee IT service desk operations, end-user support, infrastructure services, and operational support activities.
• Maintain service continuity by coordinating activities across technical teams.
• Monitor performance metrics and identify opportunities for service improvement.
• Ensure timely resolution of incidents, requests, and escalations.
• Coordinate activities across technical teams to maintain service continuity.
• Monitor for support deficiencies and coordinate initiatives to improve service delivery.
• Build and maintain strong relationships with Government stakeholders.
• Conduct recurring status meetings, executive briefings, and operational reviews.
• Address customer concerns proactively and effectively.
• Develop recommendations to enhance service quality and user experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
• 8–10 years of experience managing federal IT programs, enterprise service delivery operations, or large-scale technical support environments.
• Demonstrated experience supporting NIH, HHS, or other federal civilian agencies.
• Proven experience managing multidisciplinary technical teams.
• Experience managing customer relationships, contract performance, staffing, budgets, schedules, and service delivery metrics.
• Experience developing and delivering executive-level briefings, reports, and strategic recommendations.
• Strong written and verbal communication skills.
• Ability to obtain and maintain a federal background investigation.
• Certifications: PMP (Project Management Professional), ITIL Foundation, Agile Scrum Master, Kanban Management Professional, ITIL Practitioner, ITIL Service Manager, HDI Desktop Support Manager, Agile Scrum Foundation.
• PREFERRED EXPERIENCE: Experience supporting biomedical research, scientific computing, healthcare IT, or research-focused environments.
• Experience with IT Service Management (ITSM) frameworks and tools.
• Experience implementing process improvement and operational transformation initiatives.
• Familiarity with cloud technologies, cybersecurity practices, and federal IT modernization initiatives.