Program Manager - Service Delivery

Key Responsibilities

Lead overall service delivery execution across assigned programs, ensuring alignment with contractual service level agreements (SLAs), performance metrics, and operational requirements.

Manage end-to-end program performance including scope, schedule, cost, risk, and quality across multi-site, multi-partner service environments.

Serve as the primary customer interface for service delivery operations, escalations, governance, and performance reporting.

Cook up coordination across internal delivery teams, subcontractors, and strategic partners to ensure consistent execution of services and technical deliverables.

Establish and maintain service governance structures including operational cadence, performance reviews, and integrated service management processes.

Monitor and manage service performance metrics, including availability, responsiveness, incident resolution, throughput, and customer satisfaction indicators.

Lead incident management, problem management, and escalation processes to ensure timely resolution of service-impacting issues.

Oversee resource allocation, workforce planning, and delivery capacity management to meet operational demand and surge requirements.

Cook up with engineering, operations, cybersecurity, and infrastructure teams to ensure services are delivered in accordance with technical and security requirements.

Manage service transition activities including on-boarding of new capabilities, migrations, and operational hand-offs from development to sustainment.

Identify service delivery risks, performance gaps, and operational inefficiencies, and implement corrective actions and continuous improvement initiatives.

Support contract compliance, reporting requirements, and governance obligations in coordination with contracts, finance, and program leadership.

Prepare executive-level service delivery reports, performance dashboards, and briefings for government stakeholders and internal leadership.

Facilitate customer governance forums, program reviews, integrated planning sessions, and operational readiness assessments.

Minimum Qualifications

• Active Secret clearance (TS/SCI preferred depending on program requirements).
• Bachelor's degree in Business, Program Management, Engineering, Information Technology, or a related discipline.
• Minimum ten (10) years of experience in program management, service delivery management, or operations leadership within defense, aerospace, federal IT, or mission-critical environments.
• Demonstrated experience managing service-based contracts, managed services, or operational sustainment programs.
• Experience overseeing multi-vendor or partner-integrated service delivery environments.
• Strong understanding of IT service management (ITSM) frameworks such as ITIL.
• Experience managing SLAs, KPIs, and performance-based service contracts.
• Demonstrated ability to manage complex stakeholder environments including government customers, contractors, and technical teams.
• Strong financial and operational management skills including budget tracking, resource planning, and performance reporting.
• Excellent written and verbal communication skills with ability to engage executive-level stakeholders and technical personnel.
• Proficiency with Microsoft Office Suite, including Word, Power-Point, Excel, Project, and Outlook.
• Ability to travel approximately 25% to support customer locations, service operations, and mission partner engagements.

Desired Qualifications

• Experience supporting Department of Defense, U.S. Space Force, NASA, or Intelligence Community service delivery programs.
• Experience managing ITIL-aligned service operations (incident, problem, change, and configuration management).
• Experience supporting cloud-based service delivery environments (AWS GovCloud, Azure Government, hybrid cloud operations).
• Experience managing subcontractor ecosystems and multi-vendor delivery models.
• Familiarity with DevSecOps, platform operations, or software factory service models.
• Experience supporting mission operations centers, satellite communications, or enterprise network operations environments.
• PMP, ITIL Foundation/Practitioner, or PgMP certification.
• Experience with service management tools such as ServiceNow or equivalent ITSM platforms.
• Strong leadership experience in scaling service delivery organizations and driving operational maturity.

About Us

Formed through the strategic union of Sev1Tech and ERT, Entarian is a premier provider of mission-critical engineering and technology solutions. Founded on a legacy of excellence dating back to 1993, Entarian is a product of an evolved and fully diversified engineering and federal technology leader. From deep space to defense and civilian missions, Entarian delivers secure, mission-aligned digital solutions that drive national resilience and operational effectiveness. We don't just support modernization; we define it.