Program Manager (PM)

• Serve as the contractors authorized interface with the Government Contracting Officer (CO) Contracting Officers Representative (COR) government management personnel and customer agency representatives
• Maintain overall accountability for contract performance across all service lines and ensure delivery meets or exceeds all Service Level Agreements (SLAs)
• Develop and execute strategic initiatives to enhance service delivery operational efficiency and customer satisfaction
• Lead contract transition activities both transition-in and transition-out ensuring seamless continuity of services

• Direct and oversee 24x7x365 IT contact center operations supporting Library staff contractors and public users
• Manage Technology Assistance Center (TAC) operations providing in-person support during business hours (7AM-5:30PM)
• Oversee specialized support services including audio/visual support for Library events and conferences reading room and research center technical support overseas office remote support services Copyright Office public-facing system support and Congressional Research Service embedded support teams
• Ensure seamless integration of Tier I II and III support services across all delivery channels

• Lead and manage a diverse workforce of IT professionals across multiple functional areas and service delivery models
• Make all staffing decisions for contract execution ensuring appropriate skill mix and coverage levels
• Oversee recruitment onboarding training and performance management of contractor personnel
• Manage subcontractor relationships and performance (if applicable)
• Ensure all contractor personnel complete required security clearances and maintain compliance with Library security requirements

• Develop and implement comprehensive Quality Control Plans aligned with government Quality Assurance Surveillance Plans
• Establish and monitor key performance indicators and service level metrics
• Drive continuous improvement initiatives using ITIL best practices and industry standards
• Conduct regular service reviews and implement corrective actions as needed
• Oversee incident management problem management and change management processes

• Communicate policies purposes and organizational goals to all subordinate personnel
• Present regular performance reports and metrics to government stakeholders
• Participate in strategic planning sessions and service improvement initiatives
• Build and maintain positive relationships with Library service units and customer representatives
• Lead major incident response coordination and crisis management efforts

• Track and account for all government-provided equipment and assets
• Ensure compliance with federal information security standards including FISMA and NIST guidelines
• Maintain adherence to Library of Congress regulations and federal contracting requirements
• Oversee hardware and software procurement support services
• Manage logistics and shipping services for remote equipment deployment

• Bachelors degree in Computer Science Information Systems Engineering Business Administration or related disciplineand8 years of progressive experience in IT support/service management or related field OR10 years of progressive experience in IT support/service management or related field
• At least 5 years must include IT service management in leadership roles
• Demonstrated experience managing large-scale IT support operations in complex environments
• Proven track record leading multi-functional teams across various technical disciplines
• Experience providing supervisory oversight and coordinating complex technical tasks

• Information Technology Infrastructure Library (ITIL) v4 Foundations certification
• Plus one of the following master-level certifications:
  • Project Management Professional (PMP)
  • Six Sigma certification (Green Belt or higher)
  • Other comparable master-level management certification

• Comprehensive understanding of IT service management frameworks and best practices
• Knowledge of common information technology applications network services and communications systems
• Familiarity with associated protocols and industry standards
• Understanding of federal information security and device configuration standards
• Proficiency with ITSM tools and platforms (ServiceNow experience preferred)
• Ability to use automated tools such as Microsoft Office to communicate and present ideas information and reports

• Excellent verbal and written communication skills
• Proven leadership experience managing personnel across multiple functional task areas
• Demonstrated ability to formulate enforce and enhance work standards
• Experience assigning schedules reviewing work discrepancies and supervising contractor personnel
• Track record of successful vendor/subcontractor management

• Experience managing government contracts preferred; federal agency experience highly desirable
• Experience with Project Lifecycle Management (PMLC) methodologies
• Knowledge of Capability Maturity Model Integration (CMMI)
• Previous experience supporting federal legislative branch agencies
• Experience managing 24x7 service desk operations with 100 staff members
• Advanced ITIL certifications (ITIL Expert or Master level)
• Experience with performance-based service acquisitions (PBSA)
• Scaled Agile Framework (SAFe) certification or experience
• ServiceNow platform administration experience
• Experience with Library or similar cultural institution operations

• Maintaining accountability for contract performance across all service lines
• Meeting or exceeding all Service Level Agreements (SLAs)
• Successfully leading strategic initiatives that enhance service delivery and operational efficiency
• Building and maintaining positive stakeholder relationships across government and contractor teams

• $145000 to $155000

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individuals race color religion age gender sexual orientation veteran status national origin or disability.