{"id":3938308,"url":"https://alion.io/job/saic-program-manager-it-service-delivery","title":"Program Manager - IT Service Delivery","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":78,"open_postings":93,"ghost_share":0,"stale_share":0.892,"repost_share":0.011,"time_to_fill_p50_days":24,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Leadership","role_family":"Leadership","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Arlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Kanban","optional":false},{"name":"Scrum","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-11-03T20:04:37Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-08T10:40:47Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"SAIC seeks a Program Manager to lead all aspects of IT service delivery and client relationship management for a large ITIL infrastructure services contract. The ideal candidate will have extensive experience in managing large-scale, comprehensive IT programs, a history of delivering exceptional service performance, and driving innovative solutions. This role requires a strategic leader with a deep understanding of full IT lifecycle services, a proactive approach to client satisfaction, and a proven ability to deliver transformational results within high-stake environments.\nPrimary responsibilities include:\nStrategic Leadership and Governance\nAct as the senior leader responsible for all aspects of service delivery, ensuring client goals and business strategies are met or exceeded.\nMaintain a comprehensive understanding of the contract to ensure compliance and seamless service provision.\nRepresent the contractor organization in governance meetings, providing authoritative leadership and trusted client engagement on all program matters.\nEngage directly with client executives, bridging operational delivery and strategic IT initiatives to align with client objectives.\nProgram Oversight and Execution\nManage technical, schedule, and financial aspects of IT service delivery, ensuring all Service Level Agreements (SLAs) are met with consistent success.\nOversee the delivery of full IT lifecycle services, including cybersecurity programs, IT operations, project/portfolio management, enterprise services, data center operations, infrastructure and cloud migrations.\nEnsure availability of appropriate contractor resources, leveraging subject matter experts during peak demands, crises, or as project requirements evolve.\nDrive the identification, planning, and resolution of risks through structured risk management processes, including contingency execution.\nClient Relationship Management\nServe as the primary point of contact for client leadership, ensuring transparent communication while addressing any issues in a timely manner.\nBuild a strong relationship with stakeholders, interpreting business demands and transforming them into actionable tasks to enhance overall IT support and client satisfaction.\nPosition the client for IT operational excellence by advocating and aligning strategic transformation initiatives, with specific focus on maturing ITIL methodologies.\nPerformance Management and Service Excellence\nMonitor and drive performance across all service offerings, ensuring best practices and industry standards are implemented and sustained.\nAnalyze service delivery metrics, capacity utilization, trend data, and infrastructure performance to identify opportunities for optimization.\nDeliver continuous improvements that enhance services and reduce operational costs.\nDevelop and oversee corrective action plans to address and resolve potential issues, adhering to rigorous IT audit standards (e.g., FISMA).\nInnovative Transformation\nOwn and advocate for business cases that support deployment of new technologies, enhanced service capabilities, and greater cost efficiencies.\nLead transformation by developing actionable plans, mentoring teams, and integrating methodologies like Scrum, Lean Portfolio Management, and Kanban across the program.\nPromote a culture of innovation and continuous improvement by developing and pursuing unsolicited proposals, white papers, and new service opportunities for the FDIC.\nOperational Excellence and Recognition\nEnsure the contractor team consistently delivers high performance, earning industry recognition through superior service delivery.\nCollaborate across multidisciplined teams to achieve organizational objectives, while consistently meeting established performance metrics and SLRs.\nDrive cross-functional delivery of specialized services, including infrastructure refresh, cybersecurity maturity improvements, and client support solutions.\n This position calls for a high-impact leader with a documented history of program success, innovation, and client engagement. The required qualifications include:\nBachelor’s degree in computer science, information technology, or a related field and eighteen years or more of related experience. Master’s degree (MBA, MS in Computer Science, Engineering, or related field) strongly preferred.\nAt least 15 years of infrastructure support experience, with at least 4 years supervising projects or project teams\nExtensive experience managing a fully outsourced IT infrastructure and operations program, with proven success in environments subject to stringent security requirements (e.g., federal government, financial services, or similar domains).\nDirect experience supporting large-scale programs encompassing IT operations, cybersecurity, data center management, and client support.\nSuccessful track record of managing transformative IT projects, including cloud migrations, cyber risk remediation, ITIL transformations, and data center transitions.\nComprehensive understanding of full IT stack services and IT lifecycle delivery, including cybersecurity, cloud, infrastructure, and applications.\nProven leadership in driving Service Level Agreement achievement and resolving operational challenges to ensure high client satisfaction.\nExperience developing and implementing innovative solutions to reduce cost, improve security, and streamline operations.\nEstablished success in engaging executive level stakeholders, leading cross functional teams, and providing clear, actionable communication.\nExceptional problem-solving skills, with demonstrated ability to assess needs, identify risks, and implement effective solutions.\nA collaborative leader who fosters team excellence, professional development, and innovation.\nIn-depth implementation experience with customization of IT management tools (ServiceNow and SharePoint)\nPreferred: Certifications in ServiceNow or Sharepoint.\nAbility to obtain and maintain a Public Trust 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