{"id":3770026,"url":"https://alion.io/job/northramp-llc-senior-program-manager","title":"Senior Program Manager","company":{"id":682392,"name":"Northramp LLC","domain":"northramp.com","url":"https://alion.io/company/northramp","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"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":"2026-11-04T21:19:58Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T18:16:37Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Opportunity Overview\nNorthramp is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization engagement for a federal agency. The agency is consolidating distributed Level 1 IT support across its divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow.\nAs the face of this effort, you will manage the full lifecycle of the Service Desk modernization and serve as a trusted advisor to key stakeholders and decision-makers across every phase of the engagement. You will lead a team of ITSM, knowledge management, and ServiceNow specialists, manage scope, schedule, risk and quality on a firm-fixed-price task order, and serve as the primary point of contact for agency IT leadership.\nThis role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to high-stakes modernization programs.\nThis position is a proposed Key Personnel role and is contingent upon contract award. Selected candidates will be asked to sign a letter of intent and allow Northramp to submit their resume as part of our proposal.\nLocation & Work Arrangement\nHybrid, based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected on a cadence aligned to program needs, including stakeholder workshops, governance meetings, and executive briefings. This role is not open to candidates outside the DC region.\nThe Ideal Candidate\nYou have led IT service transformations from first assessment to go-live, and you know what it takes to move support to a managed service provider without disrupting users. You have delivered ServiceNow modernization work in a service desk setting and can speak credibly with both the platform team and the agency’s leadership. You plan carefully, communicate plainly with risk-averse executives, and bring divisional stakeholders along when change is hard.\nKey Responsibilities\nLead the engagement: plan and run all phases, from project initiation and the 11-week current-state assessment through optional design, implementation, and post-launch advisory phases.\nManage scope, schedule, and risk: maintain the integrated project plan and work breakdown structure, track milestones and deliverables, and manage risks, issues, and dependencies on a firm-fixed-price basis.\nDirect the team: coordinate the Lead ITSM/ITIL Consultant, Knowledge Management SME, ServiceNow Architect, and supporting staff so work moves in the right sequence and meets quality standards.\nServe as primary client contact: run governance meetings and status reporting, and brief agency IT leadership on findings, decisions, and progress.\nEngage stakeholders across divisions: schedule and coordinate interviews and workshops, and secure buy-in from divisional teams whose support models are changing.\nGuide organizational change: oversee change management and communications so users and IT teams adopt the new service model with minimal disruption.\nOversee ServiceNow work: make sure the operating model, knowledge base, and service catalog designs are built into ServiceNow configuration, testing, and training.\nSupport MSP readiness: guide development of MSP requirements and transition plans that position the agency to select and oversee its provider.\nManage quality and compliance: confirm deliverables meet agency standards, security requirements, and acceptance criteria.\nRequirements\nRequired Qualifications\n10+ years of program/project management experience.\n5+ years managing IT service transformation or MSP transition projects.\nPMP (Project Management Professional) or equivalent project management certification.\nExperience managing multi-phase consulting engagements.\nDemonstrated experience with Federal or financial services institutions.\nStrong stakeholder management and executive communication skills.\nExperience with change management in complex organizations.\nBachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.\nU.S. citizenship, and the ability to pass a client background investigation and sign a non-disclosure agreement.\nDesired Qualifications\nModerate to extensive experience implementing or modernizing ServiceNow functionality, especially ITSM in a service desk setting (Incident, Request, Knowledge, Service Catalog, SLA management, self-service portal).\nExperience managing ServiceNow upgrades, reimplementations, or legacy ITSM tool migrations to ServiceNow.\nFamiliarity with ServiceNow Strategic Portfolio Management (SPM) or similar tools for tracking work, milestones, and status.\nServiceNow certification (e.g., Certified System Administrator) or ITIL 4 Foundation.\n3+ years of experience working with the Federal Government or federal financial regulatory agencies.\nExperience with FISMA/NIST compliance environments.\nExperience managing engagements for federal financial regulators.\nBenefits\nEmployee Bonus Programs\nMedical, Dental, and Vision Insurance\n401(k) Retirement Plan\nBasic Life, Voluntary Life, and AD&D Insurance\nShort-Term and Long-Term Disability Insurance\nPaid Time Off\nPaid Parental Leave\nTraining and Professional Development\nRemote Work Opportunities\nWellness Resources","description_format":"text","description_chars":5310,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Professional development","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital 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