Support Operations Program Manager Jobs in Annapolis, MD

Job Description The Program Manager serves as the Contractor's single, authoritative representative for all programmatic, contractual, and operational matters under this contract. This role is responsible for the overall performance, quality, and delivery of all contract services, ensuring alignment with customer requirements, Service Level Agreements (SLAs), and mission objectives. The Program Manager oversees personnel, financials, schedules, risks, and ensures consistent communication and coordination with Government stakeholders. Key Tasks & Responsibilities * The Program Manager performs day-to-day management of contract operations, potentially involving multiple locations, task areas, and personnel. Key responsibilities include:
* Contract Leadership & Governance
* Serves as the Contractor's single Program Manager and primary interface with the Government CO, COR, customer agency representatives, and senior management personnel.
* Ensures overall contract performance, including service delivery, adherence to the Performance Work Statement (PWS), and achievement of all SLAs.
* Formulates, enforces, and continuously improves work standards, policies, operational procedures, and quality measures.
* Assigns schedules, reviews work discrepancies, and ensures Contractor personnel follow established policies, objectives, and organizational goals.
* Responsible for all staffing decisions, including onboarding, task assignments, performance feedback, and maintaining adequate staffing levels to meet contractual requirements.
* Oversees the tracking, management, and accountability of government-furnished equipment (GFE) both onsite and offsite.
* Program Management & Reporting
* Develops, maintains, and implements a comprehensive Program Management Plan (PMP) outlining organizational structure, communication protocols, risk management, quality assurance, performance monitoring, and escalation procedures.
* Provides weekly status reports, program dashboards, and key performance metrics to Government stakeholders.
* Participates in and facilitates regular management meetings, reviews, and briefings to communicate status, risks, issues, and improvement opportunities.
* Ensures quality of all deliverables and services through structured quality reviews, audits, and continuous process improvement.
* Financial and Risk Management
* Manages all financial aspects of the program including budgeting, forecasting, invoicing, burn rate tracking, and variance reporting.
* Identifies, evaluates, and mitigates program risks, and implements risk response strategies.
* Service Delivery, Operations & Change Management
* Organizes, directs, and coordinates planning and production of all contract support activities.
* Ensures effective delivery of all IT support services, including enterprise applications, network services, communications systems, cybersecurity requirements, and end-user support.
* Applies federal IT standards, including information security, configuration baselines, and operational best practices.
* Utilizes the customer's Change and Release Management process to coordinate changes, communicate impacts, and ensure controlled implementation.
* Maintains internal processes that align with industry performance standards, quality frameworks, and customer-specific requirements (e.g., CMMI, ITIL, PMLC methodologies).
Internal Coordination & Corporate Responsibilities * Coordinates with internal corporate teams for staffing, budgeting, recruitment, compliance, and organizational reporting.
* Maintains internal documentation and ensures corporate processes support program delivery.
* Drives operational excellence and fosters a culture of continuous improvement. Education & Experience * Minimum Qualifications
* Bachelor's degree in a related field.
* Minimum of eight (8) years of experience in project management or a related field.
* At least five (5) years of experience in IT service/support operations or related disciplines.
* Demonstrated leadership experience managing personnel across multiple functional areas.
* Proficiency with Microsoft Office and other automated tools for reporting, analysis, and communication.
* Strong understanding of IT services, networking concepts, communication systems, and federal security standards.
* Experience supervising technical personnel and coordinating operational tasks.
* ITIL v4 Foundations certification.
* Excellent written and verbal communication skills. * Preferred Qualifications
* Project Management Professional (PMP) certification.
* Experience with Project Management Lifecycle (PMLC) methodologies.
* Experience with Capability Maturity Model Integration (CMMI) frameworks.
* Experience delivering IT services in complex enterprise or federal environments. Certifications * ITIL certification v4 required.
* Project Management Professional (PMP) certification preferred. Security Clearance * Ability to obtain Public Trust clearance. Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) * Onsite at customer location $134,000 - $158,000 a year The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position. Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected] . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.