{"id":3109650,"url":"https://alion.io/job/dmi-project-manager","title":"Project Manager","company":{"id":2743519,"name":"DMI","domain":"dminc.com","url":"https://alion.io/company/dminc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Crownsville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":93000,"max_usd":173000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4830},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-22T20:19:23Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-29T02:39:26Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About DMI\nDMI 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 www.dminc.com\nAbout the Opportunity\nDMI, LLC is seeking a Project Manager who serves as the single point of accountability for end-to-end service delivery, transformation execution, and operational performance across a Client Services environment. This role goes beyond traditional project oversight to function as a strategic integrator, aligning Service Desk, Desktop Support, IT Asset Management, and enabling platforms (ServiceNow and CCaaS) into a unified, high-performing service ecosystem.\nThe Project Manager ensures seamless continuity of current operations while driving measurable improvements in customer experience, efficiency, and service quality through disciplined execution and continuous innovation.\nDuties and Responsibilities:\n Integrated Service Delivery LeadershipDirect and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single, cohesive delivery model, eliminating silos and improving end-to-end resolution.\nServe as the primary interface to client leadership, translating strategic objectives into executable service plans.\nEnsure alignment between operational delivery and the client’s evolving digital service goals.\n\n Transformation & Continuous Improvement OwnershipLead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.\nDrive adoption of automation, self-service, and advanced analytics to improve: \nFirst Contact Resolution\nCustomer Satisfaction (CSAT)\nService delivery efficiency\nEstablish and manage a continuous improvement pipeline, incorporating data-driven insights, root cause analysis, and proactive service enhancements.\n\nServiceNow-Centric Delivery GovernanceEnsure all services are delivered through standardized, ITIL-aligned workflows within ServiceNow, enabling consistency, transparency, and scalability.\nPartner with platform teams to enhance: \nWorkflow automation\nKnowledge management\nVirtual Agent capabilities\nDrive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.\n\nPerformance Management & SLA AccountabilityOwn end-to-end performance against all contractual SLAs and KPIs.\nImplement real-time performance monitoring and reporting, enabling proactive issue resolution.\nLead regular service reviews with DoIT, providing: \nPerformance insights\nTrend analysis\nActionable improvement plans\nEnsure accountability across all subcontractors and service providers.\n\nRisk Management & Operational ResilienceIdentify and mitigate delivery risks across staffing, technology, and operations.\nMaintain robust contingency and continuity plans to ensure uninterrupted service delivery.\nLead response to major incidents, ensuring rapid escalation, communication, and resolution.\n\nTransition & Change LeadershipOversee all transition activities, including onboarding, knowledge transfer, and service stabilization.\nEnsure zero service disruption through structured transition planning and phased execution.\nLead organizational change management efforts to support the adoption of new tools, processes, and capabilities.\n\nStakeholder Engagement & Client PartnershipBuild strong, trust-based relationships with DoIT leadership and agency stakeholders.\nAct as a trusted advisor, providing insights on service optimization, cost efficiency, and innovation opportunities.\nFacilitate cross-agency alignment to standardize service delivery practices where appropriate.\n\nQualifications\nEducation and Years of Experience:\nMinimum 5 years of experience managing large-scale IT service delivery programs, including Service Desk and End User Support environments.\nMinimum 3 years leading complex, multi-team operational environments with 24x7 service delivery.\nDemonstrated experience delivering services in ServiceNow-enabled ITSM environments.\nProven ability to drive service transformation initiatives, including automation, AI, or customer experience improvements.\nStrong knowledge of ITIL-based service management practices.\nPreferred Skills & Certifications:\nPMP certification or equivalent project/program management credential.\nExperience supporting state or large public sector clients.\nExperience integrating or managing cloud-based contact center platforms\nBackground in managing multi-vendor or subcontractor delivery models.\nDemonstrated success in improving SLAs, CSAT, and operational efficiency metrics in comparable environments.\nBackground Requirements: Must be able to complete a required fingerprint background investigation.\nCitizenship Status Required: No Restrictions\nPhysical Requirements: None required for this position.\nLocation: Crownsville, MD\nWorking at DMI\nDMI 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:\nDo What’s Right - We lead with honesty and integrity.\nOwn the Outcome - We take responsibility and deliver.\nDeliver for Our Customers - We are relentless about delivering value.\nThink Bold, Act Smart - We innovate with purpose.\nWin Together - We collaborate and celebrate our success.\nThese values aren’t just ideals-they show up in how we support every part of your well-being:\nConvenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\n Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.\nDMI 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.\n***************** No Agencies Please *****************\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. 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