Program Manager - Military veterans preferred



  full-time   employee

United States


SAIC has a contingent job opportunity for a Program Manager to support a Federal Enterprise Operation Center program.  The program must sustain the productivity of agency personnel by providing accurate, courteous, timely and effective customer service desk, remote server management and network support services on a 24x7x365 basis.

The Program Manager responsibilities include:

  • Successful delivery of 24x7x365 Service Centeroperation.  Provide management, control, planning, and scheduling for projects and services for the operation of the Service Desk, and achievement of SLAs against traditional service desk measurements of First Call Resolution, Average Wait (or Hold ) Times, Average Response Time, etc.
  • Primary customer interface for all program matters, information and insight sharing, and problem resolution. Provide agency management with strategic guidance and insights necessary for directing the program.
  • Possesses leadership and management skills and provides strategic guidance to team. Manage risk, customer relationships, and program staffing.  Provides input on compensation-related actions, and staffing and hiring recommendations. Assists in screening and interviewing potential hires.
  • Manages program staff that includes subcontractors or suppliers and task or project leads. 
  • Manage staff responsible for a Network Operations Center (NOC) services providing 24x7x365 network monitoring, patching, and upgrades for three major domains, and customer’s enterprise infrastructure 
  • Manage and integrate activities in accordance with contract requirements and ensure technical, schedule, cost, and financial performance.  Provides key input and direction in planning, developing and implementing the program. 
  • Ensure compliance with quality standards.  
  • Maintain a flexible, responsive and supportive work environment.
  • Support business development and program staff management. Contributes to a strategic BD plan to protect current program and expand account offerings.
This position is contingent upon contract award.


  • Bachelor's degree from an accredited institution and fifteen years or more of related experience with 3 years current (during the past 5 years) managing a program of at least 100 FTE dedicated ITSM support staff.
  • Must possess current PMP, PgMP or Prince2 certification
  • Prior experience managing IT Service Management (ITSM) service  contract to maintain operational efficiencies, respond to and manage and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for CONUS/OCONUS locations supporting 50,000 users or more.  
  • Experience meeting and/or exceeding established Service Level Agreements (SLAs) in a Tiered Service Desk operation supporting a federal agency or customer.
  • Proven experience with EVM techniques and achievements implementing new technologies and innovations for a federal government contract.
  • Must possess a current Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI)
  • Must be US Citizen
  • Able to travel up to 25% of the time – work location Washington DC metro area or Huntsville, Alabama
Preferred Expereince
  • Prior experience with DOJ agencies strongly preferred
  • ITIL v3 or v4 certification preferred
  • HDI certifications in CSR, SCA, SCM, and SCD strongly preferred