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# Program Manager-IT Service Delivery

- **Company:** APPLYLOGIC CONSULTING GROUP
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, CompTIA Security+, Information Technology, Servicenow
- **Published:** July 2, 2026
- **Apply:** https://hotjobs.applylogic.com/careers/53469/jobs/16800357-Program-Manager-IT-Service-Delivery/apply

## About the Role

Must be US citizen with the ability to obtain a Secret security clearance., * Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent relevant experience

 * 5+ years managing Federal IT programs or Service Desk operations
 * Experience managing SLA-driven support environments
 * Strong leadership, communication, and customer engagement skills
 * Experience leading teams in secure or compliance-driven operational settings
 * ServiceNow ITSM platform operations and reporting
 * ITIL-based Incident, Problem, Request, and Change Management processes
 * Microsoft 365 enterprise support environments
 * KPI development, service metrics, and operational reporting
 * Coordination of endpoint management, patching, and user support operations
 * Risk management, staffing oversight, and service delivery governance, * ITIL v4 Foundation
 * PMP or equivalent project/program management certification
 * CompTIA Security+

## Description

We're looking for a talented Program Manager to join our team in Washington, DC. This position will support a complex government client and will provide leadership for IT Service Desk operations in a ServiceNow-based enterprise environment. In this role, you will oversee SLA-driven service delivery, coordinate across technical teams, and help ensure secure, high-quality support in a mission-critical setting., * Lead IT Service Desk operations across Tier 0 through Tier 3 support

 * Serve as the primary interface with Government stakeholders
 * Manage service delivery performance, SLA compliance, and reporting metrics
 * Oversee Weekly Activity Reports, Monthly IPR inputs, dashboards, and trend analysis
 * Coordinate across Service Desk, ServiceNow, endpoint, and infrastructure support teams
 * Manage staffing, subcontractors, schedules, and resource planning
 * Support transition-in activities and ongoing process improvement initiatives
 * Ensure delivery quality, issue escalation, and customer satisfaction across the program


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