Job description

Basic Qualifications: • High School diploma/equivalent and 12 years of experience, may have supervisory or leadership experience. • Must be a U.S. Citizen with the ability to obtain DOE “Q” clearance. • 12 years of progressive technical experience, including significant experience managing enterprise IT operations and IT services within a contract environment. • 5+ years of program management experience, preferably overseeing one or more large task orders, multiple concurrent projects, or complex enterprise IT service delivery programs. • Demonstrated experience managing Service Desk and IT Service Management operations, including service delivery, incident management, operational performance, and continuous improvement. • Hands-on experience with ServiceNow or other enterprise ITSM platforms. • Working knowledge of enterprise networking, infrastructure technologies, and network operations. • Working knowledge of VTC, collaboration, and unified communications environments. • Experience managing technical teams and multiple functional disciplines in an enterprise IT environment. • Experience managing customer relationships and stakeholder engagement at the program and/or executive level, including customer communication, issue resolution, and service delivery expectations. • Demonstrated experience managing SLAs, KPIs, service delivery metrics, operational reporting, and performance reviews. • Strong financial management, staffing, forecasting, budgeting, and resource management skills within a contract or program environment. • Experience supporting business development, sales activities, proposal efforts, or service delivery growth initiatives. • Strong technical background with the ability to engage in technical discussions, assess operational challenges, and oversee technical service delivery and infrastructure operations. • Excellent written, verbal, presentation, and interpersonal communication skills. • Ability to manage competing priorities, operational requirements, and customer expectations in a complex enterprise environment. Preferred Qualifications: • Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field. • Experience supporting large federal government enterprise IT environments. • ITIL certification or demonstrated experience applying ITIL/ITSM practices. • PMP or PgMP certification. • Experience managing subcontractors and multi-vendor delivery teams. Peraton is seeking an experienced Senior Technical Program Manager to join our Department of Energy account and lead the delivery and execution of multiple task orders under a large-scale Enterprise IT BPA. The Sr. Program Manager will have overall responsibility for program performance, customer satisfaction, resource management, financial oversight, and successful delivery across a diverse portfolio of IT services. Work Location: The Sr. Program Manager must be located in the Washington, DC metro area, and available to be on-site multiple days per week in D.C. and Germantown, MD. The ideal candidate is a seasoned IT leader with a strong IT Operations and Service Desk background, and demonstrated knowledge of enterprise networking, infrastructure, and Video Teleconferencing (VTC) technologies. This role requires the ability to operate at both the strategic and operational levels—managing customer relationships and contract requirements while understanding the technical environments and service delivery challenges faced by individual task orders. The Sr. Program Manager will coordinate multiple technical teams, subcontractors and vendors, and stakeholders and will serve as a key interface between the customer, corporate leadership, task-order managers, and technical delivery organizations. Day to Day Roles Responsibilities: Program & Task Order Management: • Provide overall program management and leadership for multiple concurrent IT task orders operating under a large enterprise BPA. • Establish and maintain program governance, processes, performance metrics, schedules, and reporting mechanisms. • Ensure task orders are delivered on schedule, within budget, and in accordance with contractual requirements and customer expectations. • Provide oversight of Task Order Managers, technical leads, Service Desk leadership, and supporting functional teams. • Monitor program performance, identify risks and dependencies, and develop corrective action plans as required. • Coordinate priorities and resources across task orders to ensure consistent and effective service delivery. • Support task-order proposals, transition activities, staffing plans, and new service implementations. • Ensure compliance with applicable contractual, security, quality, and operational requirements. Service Desk & IT Operations: • Provide senior-level oversight of Service Desk and IT Service Management (ITSM) operations. • Ensure effective delivery of Tier 1, Tier 2, and Tier 3 support services, including incident, request, problem, change, and knowledge management. • Monitor Service Desk performance against SLAs, KPIs, OLAs, and customer service objectives. • Drive continual service improvement and operational maturity across the enterprise support environment. • Review trends in incidents, recurring problems, service availability, customer satisfaction, and operational performance. • Ensure appropriate escalation and resolution processes are in place for critical incidents and service disruptions. • Leverage ITIL-based practices and ITSM tools to improve service quality, efficiency, and customer experience. Customer & Stakeholder Management: • Serve as a senior point of contact for government/enterprise customers and executive stakeholders. • Develop and maintain strong customer relationships and proactively identify emerging requirements and opportunities. • Lead recurring program reviews, performance reviews, executive briefings, and status meetings. • Translate technical issues and program risks into clear business-level impacts and recommendations. • Manage customer expectations while maintaining alignment with contractual requirements and organizational objectives. Financial, Staffing & Resource Management: • Monitor program financial performance, labor utilization, funding, burn rates, and task-order profitability. • Develop and manage staffing plans across multiple task orders and technical disciplines. • Forecast resource requirements and coordinate recruiting, onboarding, retention, and workforce transitions. • Balance competing resource demands across task orders while maintaining required service levels. • Partner with Contracts, Finance, HR, Recruiting, and Business Development organizations to support program execution. Risk, Quality & Performance Management: • Establish and monitor program-level KPIs, SLAs, quality metrics, customer satisfaction measures, and operational performance indicators. • Identify program risks, issues, dependencies, and opportunities and drive them to resolution. • Ensure effective quality assurance and continuous improvement processes. • Lead root-cause analysis and corrective action efforts for significant service or performance issues. • Maintain appropriate program documentation, reports, dashboards, and management artifacts. Peraton is seeking an experienced Senior Technical Program Manager to join our Department of Energy account and lead the delivery and execution of multiple task orders under a large-scale Enterprise IT BPA. The Sr. Program Manager will have overall responsibility for program performance, customer satisfaction, resource management, financial oversight, and successful delivery across a diverse portfolio of IT services. Work Location: The Sr. Program Manager must be located in the Washington, DC metro area, and available to be on-site multiple days per week in D.C. and Germantown, MD . The ideal candidate is a seasoned IT leader with a strong IT Operations and Service Desk background, and demonstrated knowledge of enterprise networking, infrastructure, and Video Teleconferencing (VTC) technologies . This role requires the ability to operate at both the strategic and operational levels—managing customer relationships and contract requirements while understanding the technical environments and service delivery challenges faced by individual task orders. The Sr. Program Manager will coordinate multiple technical teams, subcontractors and vendors, and stakeholders and will serve as a key interface between the customer, corporate leadership, task-order managers, and technical delivery organizations. Day to Day Roles Responsibilities: Program & Task Order Management: • Provide overall program management and leadership for multiple concurrent IT task orders operating under a large enterprise BPA. • Establish and maintain program governance, processes, performance metrics, schedules, and reporting mechanisms. • Ensure task orders are delivered on schedule, within budget, and in accordance with contractual requirements and customer expectations. • Provide oversight of Task Order Managers, technical leads, Service Desk leadership, and supporting functional teams. • Monitor program performance, identify risks and dependencies, and develop corrective action plans as required. • Coordinate priorities and resources across task orders to ensure consistent and effective service delivery. • Support task-order proposals, transition activities, staffing plans, and new service implementations. • Ensure compliance with applicable contractual, security, quality, and operational requirements. Service Desk & IT Operations: • Provide senior-level oversight of Service Desk and IT Service Management (ITSM) operations. • Ensure effective delivery of Tier 1, Tier 2, and Tier 3 support services, including incident, request, problem, change, and knowledge management. • Monitor Service Desk performance against SLAs, KPIs, OLAs, and customer service objectives. • Drive continual service improvement and operational maturity across the enterprise support environment. • Review trends in incidents, recurring problems, service availability, customer satisfaction, and operational performance. • Ensure appropriate escalation and resolution processes are in place for critical incidents and service disruptions. • Leverage ITIL-based practices and ITSM tools to improve service quality, efficiency, and customer experience. Customer & Stakeholder Management: • Serve as a senior point of contact for government/enterprise customers and executive stakeholders. • Develop and maintain strong customer relationships and proactively identify emerging requirements and opportunities. • Lead recurring program reviews, performance reviews, executive briefings, and status meetings. • Translate technical issues and program risks into clear business-level impacts and recommendations. • Manage customer expectations while maintaining alignment with contractual requirements and organizational objectives. Financial, Staffing & Resource Management: • Monitor program financial performance, labor utilization, funding, burn rates, and task-order profitability. • Develop and manage staffing plans across multiple task orders and technical disciplines. • Forecast resource requirements and coordinate recruiting, onboarding, retention, and workforce transitions. • Balance competing resource demands across task orders while maintaining required service levels. • Partner with Contracts, Finance, HR, Recruiting, and Business Development organizations to support program execution. Risk, Quality & Performance Management: • Establish and monitor program-level KPIs, SLAs, quality metrics, customer satisfaction measures, and operational performance indicators. • Identify program risks, issues, dependencies, and opportunities and drive them to resolution. • Ensure effective quality assurance and continuous improvement processes. • Lead root-cause analysis and corrective action efforts for significant service or performance issues. • Maintain appropriate program documentation, reports, dashboards, and management artifacts. Basic Qualifications: • High School diploma/equivalent and 12 years of experience, may have supervisory or leadership experience. • Must be a U.S. Citizen with the a bility to obtain DOE “Q” clearance. • 12 years of progressive technical experience, including significant experience managing enterprise IT operations and IT services within a contract environment. • 5+ years of program management experience, preferably overseeing one or more large task orders, multiple concurrent projects, or complex enterprise IT service delivery programs. • Demonstrated experience managing Service Desk and IT Service Management operations, including service delivery, incident management, operational performance, and continuous improvement. • Hands-on experience with ServiceNow or other enterprise ITSM platforms. • Working knowledge of enterprise networking, infrastructure technologies, and network operations. • Working knowledge of VTC, collaboration, and unified communications environments. • Experience managing technical teams and multiple functional disciplines in an enterprise IT environment. • Experience managing customer relationships and stakeholder engagement at the program and/or executive level, including customer communication, issue resolution, and service delivery expectations. • Demonstrated experience managing SLAs, KPIs, service delivery metrics, operational reporting, and performance reviews. • Strong financial management, staffing, forecasting, budgeting, and resource management skills within a contract or program environment. • Experience supporting business development, sales activities, proposal efforts, or service delivery growth initiatives. • Strong technical background with the ability to engage in technical discussions, assess operational challenges, and oversee technical service delivery and infrastructure operations. • Excellent written, verbal, presentation, and interpersonal communication skills. • Ability to manage competing priorities, operational requirements, and customer expectations in a complex enterprise environment. Preferred Qualifications: • Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field. • Experience supporting large federal government enterprise IT environments. • ITIL certification or demonstrated experience applying ITIL/ITSM practices. • PMP or PgMP certification. • Experience managing subcontractors and multi-vendor delivery teams.

Requirements

Must-haves

High School diploma/equivalent and 12 years of experience, may have supervisory or leadership experience.
Must be a U.S. Citizen with the ability to obtain DOE “Q” clearance.
12 years of progressive technical experience, including significant experience managing enterprise IT operations and IT services within a contract environment.
5+ years of program management experience, preferably overseeing one or more large task orders, multiple concurrent projects, or complex enterprise IT service delivery programs.
Demonstrated experience managing Service Desk and IT Service Management operations, including service delivery, incident management, operational performance, and continuous improvement.
Hands-on experience with ServiceNow or other enterprise ITSM platforms.
Working knowledge of enterprise networking, infrastructure technologies, and network operations.
Working knowledge of VTC, collaboration, and unified communications environments.
Experience managing technical teams and multiple functional disciplines in an enterprise IT environment.
Experience managing customer relationships and stakeholder engagement at the program and/or executive level, including customer communication, issue resolution, and service delivery expectations.
Demonstrated experience managing SLAs, KPIs, service delivery metrics, operational reporting, and performance reviews.
Strong financial management, staffing, forecasting, budgeting, and resource management skills within a contract or program environment.
Experience supporting business development, sales activities, proposal efforts, or service delivery growth initiatives.
Strong technical background with the ability to engage in technical discussions, assess operational challenges, and oversee technical service delivery and infrastructure operations.
Excellent written, verbal, presentation, and interpersonal communication skills.
Ability to manage competing priorities, operational requirements, and customer expectations in a complex enterprise environment.
Provide overall program management and leadership for multiple concurrent IT task orders operating under a large enterprise BPA.
Establish and maintain program governance, processes, performance metrics, schedules, and reporting mechanisms.

Nice-to-haves

Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field.
Experience supporting large federal government enterprise IT environments.
ITIL certification or demonstrated experience applying ITIL/ITSM practices.
PMP or PgMP certification.
Experience managing subcontractors and multi-vendor delivery teams.
Work Location: The Sr. Program Manager must be located in the Washington, DC metro area, and available to be on-site multiple days per week in D.C. and Germantown, MD.

Application prep

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Platform: peraton
Effort: medium