Common Services Service Delivery Program Manager - US-Remote

About DMI · DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports ...

Job description

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at

About the Opportunity

Program Manager – Common Services Service Delivery

Location: Remote (U.S.-based)
Company: DMI, LLC

DMI is seeking an experienced and strategic Program Manager to lead Common Services Infrastructure Delivery within a complex federal IT environment. This leadership role oversees project managers responsible for infrastructure initiatives, ensuring milestone achievement, SLA performance, and operational excellence across enterprise service delivery.

If you are a strong governance-focused leader who excels in ITIL-based environments and enjoys driving structure, accountability, and performance at scale — this opportunity offers meaningful impact and executive visibility.

Role Overview

The Common Services Service Delivery Program Manager provides day-to-day leadership and oversight of infrastructure delivery programs, supervising project management staff and ensuring successful execution of change, problem, configuration, and process management activities.

This role is responsible for maintaining SLA performance, ensuring deliverables are achieved, managing escalations, and driving continuous improvement across infrastructure operations.

Key Responsibilities

• Provide day-to-day management and accountability for infrastructure delivery project managers

• Supervise and mentor project management staff

• Ensure projects achieve milestones, deliverables, and performance objectives

• Monitor, analyze, and report on SLA achievement and service performance

• Determine and secure resources to support assigned scope of work

• Oversee change management, problem management, and configuration management activities

• Ensure adherence to process governance and operational standards

• Provide performance reporting and insights to senior leadership

• Coordinate across multiple infrastructure and operational teams

• Drive continuous improvement initiatives and operational maturity

• Manage escalations and resolve complex cross-functional issues

Qualifications

Required Experience

• Minimum 8 years of management experience in change, problem, configuration, or process management programs

• Minimum 5 years managing programs with at least 50 personnel delivering services

• Strong project and program governance capabilities

• Experience with SLA management, analysis, and executive reporting

• Working knowledge of ITIL and IT service management frameworks

Education

• Bachelor's degree from an accredited institution or equivalent professional experience

Substitutions (per contract guidelines):

• No degree: 2 additional years of experience

• Associate's degree: 1 additional year of experience

• Master's or PhD: No additional experience required

Preferred Qualifications

• PMP (Project Management Professional) certification

• ITIL Expert or ITIL Managing Professional certification

• Experience managing large federal IT service delivery contracts

• Strong leadership, coaching, and team development skills

• Excellent executive communication and stakeholder management abilities

• Experience with ServiceNow or similar ITSM platforms

Clearance & Requirements

• Must successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance

• Must be a U.S. Citizen

Why Join DMI?

This remote leadership role provides the opportunity to shape infrastructure service delivery within a high-profile federal program. At DMI, you will guide experienced project managers, strengthen operational governance, and ensure consistent, high-quality service delivery aligned with enterprise objectives.

If you're ready to lead infrastructure programs, strengthen ITSM maturity, and drive measurable operational performance — we encourage you to apply.

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Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren't just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.