Program Manager - Custodial (Top Secret/SCI Clearance Required)

About the role

ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities. The Program Manager (PM) is the primary point of contact and accountable leader for the INSCOM custodial contract at Fort Belvoir. The PM oversees all contract operations, staffing, quality, training, customer communication, compliance, and readiness activities across approximately 635,000 square feet in four buildings, including controlled-access and classified environments.

Responsibilities

• Serve as the government/customer-facing point of contact for all contract matters and maintain effective communication with designated representatives regarding operations, quality, staffing, security, risks, and performance.
• Direct and manage all custodial operations, personnel, resources, schedules, and workflows to ensure full contract compliance and uninterrupted service delivery.
• Lead implementation of the quality control program, corrective action process, and performance monitoring approach to sustain service standards and continuous improvement.
• Oversee staffing, onboarding, training, labor deployment, and supervisory execution to ensure adequate coverage and readiness across day, evening, and project work windows.
• Ensure compliance with all applicable access, badging, OPSEC, SCIF, TS/SCI, safety, labor, and corporate requirements associated with the contract.
• Manage contract documentation, reporting, customer updates, internal reviews, readiness activities, and issue escalation, including actions required during transition/start-up and stabilization.
• Coordinate support functions as needed, including HR, Security, Training, IT, procurement, supply/equipment readiness, and subcontractor/vendor alignment in support of contract execution.
• Implement and reinforce the ServiceSource QC SOP, Training SOP, and standardized observation/checklist tools applicable to the contract and ensure role-appropriate use of CompuClean/CleanCheck documentation and trend data.
• Ensure employees receive hands-on task training using visual aids, equipment guides, and chemical charts, with supervisory observation, competency validation, and refresher training assigned based on deficiencies, audit findings, and operational changes.

Additional Responsibilities

• Monitor operational risks and implement mitigation plans related to staffing, access, quality, security, safety, and continuity of operations.
• Provide leadership, coaching, and accountability for the Alternate Program Manager, Supervisors, and assigned staff; drive a culture of professionalism, service, and compliance.
• Support customer walkthroughs, audits, inspections, and management reviews. Ensure timely closure of findings or required actions.
• Maintain visibility over supply levels, equipment readiness, service logs, staffing metrics, training completion, and quality trends.
• Ensure immediate escalation and response for mission-impacting, safety-related, access-related, or customer-sensitive issues.
• Support zero-fail adoption expectations for the QC SOP and Training SOP and maintain audit-ready records demonstrating implementation, competency validation, and corrective action follow-through.

Qualifications

A high school diploma or General Educational Development (GED) is required; a bachelor’s degree is preferred. An active TS/SCI security clearance is required. The ideal candidate will have a minimum of two years of experience and training in similar custodial services within the past five years, consistent with key personnel expectations, and broader program or facilities management leadership experience.

• Demonstrated experience overseeing quality, staffing, compliance, and customer-facing performance in a complex custodial or facilities environment.
• Prior experience supporting secure federal, military, or intelligence community environments is strongly preferred.
• Baseline certification requirements per the FY27 Custodial Operating Plan Educational Pathway for Management / Quality Control roles: ISSA/CMI Accredited Auditing Professional (AAP), ISSA/CMI Certified Workloading Specialist (CWS), and ISSA/CMI Certified Professional Trainer (CPT).

Skills

• Comprehensive knowledge of custodial operations management, staffing models, schedules/frequencies, quality control, and service delivery in occupied facilities.
• Strong leadership, organizational, and decision-making skills, with the ability to align people, processes, and resources to contract requirements.
• Strong written and verbal communication skills and ability to interface effectively with customers, employees, and corporate support teams.
• Ability to assess risk, prioritize issues, implement corrective actions, and maintain operational continuity under time-sensitive conditions.
• Knowledge of safety, labor, training, and security/compliance requirements applicable to federal and classified work environments.
• Ability to build high-performing teams, reinforce accountability, and drive customer-focused continuous improvement.

Work Environment and Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the environment is generally quiet.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; use hands and arms; climb or balance; stoop and kneel. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Benefits

ServiceSource offers a comprehensive benefit program which features: Health coverage for you and your family through Medical, Dental, and Vision plans, Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance, A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution, Tax advantages through Flexible Spending and Health Savings accounts, and A generous paid time-off program.