Deputy Program Manager/ Service Delivery Manger

Years of Experience: 15-20 years of related experience

Education Requirements: Bachelor's degree or equivalent in related experience

Position Description: Empower AI is seeking a Deputy Program Manager/Service Delivery Manager, to support the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order (TO), that will be responsible for the administrative and operational leadership of the DIGIT program, including implementing service delivery standardization and service automation through multiple projects and efforts within the program guidelines set by the customer to ensure mission success.

This is a key contract position that will serve as the deputy program manager and will liaison between the contractor support team and the government customer (CO, COR, PM) in the conduct of all services performed under this task order. In assuming this position, you will be a critical contributor to meeting Empower AI’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Responsibilities: This position shall perform the following activities:

• Executes defined strategies and tactics required to meet business area objectives for growth, profitability, and effective contract performance.
• Manages fiscal, personnel, and material resources associated with contracted efforts within assigned business areas
• Determines operations’ service requirements by analyzing needs of users/departments; prioritizing modifications; resolves organizational conflicts; developing and implementing documentation requirements for problem resolution.
• Conducts and research and emerging technologies and performance of automated systems and processes.
• Develop, document, make recommendations, and communicate plans for investing in end user IT infrastructure, including analysis of cost reduction opportunities.
• Provides direct customer liaison at the task management level and enforces management controls to ensure projects are completed on time, within budget, and compliant with customer specifications.
• Mentors’ performance to achieve project objectives, mentors more junior staff, and participates technically in assignments.
• Interactions involve stakeholder negotiations and interfacing with senior management and leadership.
• Provides technical and management leadership on major tasks or technology assignments.

Requirements

Required Skills:

• Public Trust Clearance.
• Helpdesk Institute Support Center Manager (HDI-SCM)
• ITILv4 Foundation, ITIL Strategic Leader (including ITIL Leader: Digital & IT Strategy and ITIL Strategist: Direct Plan and Improve)
• Minimum of seven years of experience managing contracts or programs of similar size, scope, and complexity to the DIGIT TO.
• Minimum of five years of experience managing the delivery of ITIL and ITSM for projects of similar size, scope, and complexity to the DIGIT TO.
• Experience managing remote and geographically dispersed operations similar in scale to the GSA current environment
• Plan, initiate, and manage information technology (IT) projects. Lead and guide the work of technical staff. Serve as liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage. Monitor progress to assure deadlines, standards, and cost targets are met.
• Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
• Experience working with functional business leaders, identifying business objectives, and developing outcome-focused roadmaps.
• Decision-making and domain knowledge may have a critical impact on overall project implementation and may supervise others.
• Contributes to deliverables and performance metrics where applicable.
• A minimum of five years of technical experience managing, maturing, and modernizing
• IT service delivery for a contract or program of similar size, scope, and complexity to the DIGIT TO. This experience shall encompass support for remote and geographically dispersed users.
• Minimum of seven years of experience managing contracts or programs of similar size, scope, and complexity to the DIGIT TO.
• Experience managing the development and implementation of SLAs and performance metrics on a contract or program of similar size, scope, and complexity to the DIGIT TO.
• Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous imp