Project Manager

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    "title": "Project Manager",
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    "datePosted": "2026-06-16T04:00:00.000Z",
    "description": "<h2>About DMI</h2>\n<p>DMI 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</p>\n<h2>About the Opportunity</h2>\n<p>DMI, LLC is seeking a <strong>Project Manager</strong> 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.</p>\n<p> </p>\n<p>The 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.</p>\n<p> </p>\n<p><strong>Duties and Responsibilities:</strong></p>\n<ul>\n <li><strong>Integrated Service Delivery Leadership</strong>\n  <ul>\n   <li>Direct 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.</li>\n   <li>Serve as the primary interface to client leadership, translating strategic objectives into executable service plans.</li>\n   <li>Ensure alignment between operational delivery and the client’s evolving digital service goals.</li>\n  </ul></li>\n <li><strong>Transformation & Continuous Improvement Ownership</strong>\n  <ul>\n   <li>Lead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.</li>\n   <li>Drive adoption of automation, self-service, and advanced analytics to improve: </li>\n   <li>First Contact Resolution</li>\n   <li>Customer Satisfaction (CSAT)</li>\n   <li>Service delivery efficiency</li>\n   <li>Establish and manage a <strong>continuous improvement pipeline</strong>, incorporating data-driven insights, root cause analysis, and proactive service enhancements.</li>\n  </ul></li>\n <li><strong> ServiceNow-Centric Delivery Governance</strong>\n  <ul>\n   <li>Ensure all services are delivered through standardized, ITIL-aligned workflows within ServiceNow, enabling consistency, transparency, and scalability.</li>\n   <li>Partner with platform teams to enhance: </li>\n   <li>Workflow automation</li>\n   <li>Knowledge management</li>\n   <li>Virtual Agent capabilities</li>\n   <li>Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.</li>\n  </ul></li>\n <li><strong> Performance Management & SLA Accountability</strong>\n  <ul>\n   <li>Own end-to-end performance against all contractual SLAs and KPIs.</li>\n   <li>Implement real-time performance monitoring and reporting, enabling proactive issue resolution.</li>\n   <li>Lead regular service reviews with DoIT, providing: </li>\n   <li>Performance insights</li>\n   <li>Trend analysis</li>\n   <li>Actionable improvement plans</li>\n   <li>Ensure accountability across all subcontractors and service providers.</li>\n  </ul></li>\n <li><strong> Risk Management & Operational Resilience</strong>\n  <ul>\n   <li>Identify and mitigate delivery risks across staffing, technology, and operations.</li>\n   <li>Maintain robust contingency and continuity plans to ensure uninterrupted service delivery.</li>\n   <li>Lead response to major incidents, ensuring rapid escalation, communication, and resolution.</li>\n  </ul></li>\n <li><strong> Transition & Change Leadership</strong>\n  <ul>\n   <li>Oversee all transition activities, including onboarding, knowledge transfer, and service stabilization.</li>\n   <li>Ensure zero service disruption through structured transition planning and phased execution.</li>\n   <li>Lead organizational change management efforts to support the adoption of new tools, processes, and capabilities.</li>\n  </ul></li>\n <li><strong> Stakeholder Engagement & Client Partnership</strong>\n  <ul>\n   <li>Build strong, trust-based relationships with DoIT leadership and agency stakeholders.</li>\n   <li>Act as a <strong>trusted advisor</strong>, providing insights on service optimization, cost efficiency, and innovation opportunities.</li>\n   <li>Facilitate cross-agency alignment to standardize service delivery practices where appropriate.</li>\n  </ul></li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Education and Years of Experience: </strong></p>\n<ul>\n <li>Minimum 5 years of experience managing large-scale IT service delivery programs, including Service Desk and End User Support environments.</li>\n <li>Minimum 3 years leading complex, multi-team operational environments with 24x7 service delivery.</li>\n <li>Demonstrated experience delivering services in ServiceNow-enabled ITSM environments.</li>\n <li>Proven ability to drive service transformation initiatives, including automation, AI, or customer experience improvements.</li>\n <li>Strong knowledge of ITIL-based service management practices.</li>\n</ul>\n<p><strong> </strong><strong>Preferred Skills & Certifications:</strong></p>\n<ul>\n <li>PMP certification or equivalent project/program management credential.</li>\n <li>Experience supporting state or large public sector clients.</li>\n <li>Experience integrating or managing cloud-based contact center platforms</li>\n <li>Background in managing multi-vendor or subcontractor delivery models.</li>\n <li>Demonstrated success in improving SLAs, CSAT, and operational efficiency metrics in comparable environments.</li>\n</ul>\n<p><strong> </strong><strong>Background Requirements: </strong>Must be able to complete a required fingerprint background investigation.</p>\n<p><strong> </strong></p>\n<p><strong>Citizenship Status Required: </strong>No Restrictions</p>\n<p><strong> </strong></p>\n<p><strong>Physical Requirements:</strong> None required for this position.</p>\n<p><strong> </strong></p>\n<p><strong>Location: </strong>Crownsville, MD</p>\n<p>#LI-SP1</p>\n<h2>Working at DMI</h2>\n<p>DMI 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:</p>\n<p> </p>\n<ul>\n <li><strong>Do What’s Right</strong> – We lead with honesty and integrity.</li>\n <li><strong>Own the Outcome</strong> – We take responsibility and deliver.</li>\n <li><strong>Deliver for Our Customers</strong> – We are relentless about delivering value.</li>\n <li><strong>Think Bold, Act Smart</strong> – We innovate with purpose.</li>\n <li><strong>Win Together</strong> – We collaborate and celebrate our success.</li>\n</ul>\n<p>These values aren’t just ideals—they show up in how we support every part of your well-being:</p>\n<p> </p>\n<ul>\n <li><strong>Convenience/Concierge</strong> – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.</li>\n <li><strong>Development</strong> – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.</li>\n <li><strong>Financial</strong> – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.</li>\n <li><strong>Recognition</strong> – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.</li>\n <li><strong>Wellness</strong> – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.</li>\n</ul>\n<p>DMI 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.</p>\n<p> </p>\n<p><strong>***************** No Agencies Please *****************</strong></p>\n<p> </p>\n<p>Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.</p>",
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