OVERVIEW
iTech AG is seeking an experienced Project Manager to lead delivery of ServiceNow platform sustainment, enhancement, and modernization for a federal client. The environment spans IT Service Management and the automated contact center, HR Service Delivery (HRSD), Customer Service Management and Public Sector Digital Services, Strategic Portfolio Management (SPM), Hardware and Software Asset Management, Virtual Agent, and scoped business applications. This role requires hands-on ServiceNow delivery experience, a strong command of Agile delivery, and experience managing performance-based federal task orders. This individual will serve as the client’s single point of contact for escalation and will own cost, schedule, quality, personnel, subcontract performance, and contract reporting for a nine-person iTech AG and subcontractor team. The Project Manager will lead the transition-in from award through core operational readiness at Day 30 and will run the governance, measurement, and quality processes.
ROLES AND RESPONSIBILITIES
- Serve as single point of accountability and escalation for the task order, acting as liaison between the COR, Contracting Officer, leadership, and product owners across multiple business offices
- Maintain a Government-accessible transition tracker and escalate any missed access, GFI, staffing, or knowledge transfer dependency to the COR on the same business day with a recovery action
- Manage a single prioritized backlog spanning ITSM and the contact center, HRSD, CSM/Public Sector Digital Services, SPM, HAM/SAM, Virtual Agent, and six scoped business applications, exposing capacity and schedule trade-offs to product owners before decisions are made
- Run the governance cadence: daily stand-ups, two-week sprint reviews and retrospectives, Monthly Status Meetings with the COR, CO, and OCIO stakeholders, and Quarterly Roadmap Reviews with OCIO leadership
- Maintain the quarterly product roadmap and release schedule with a documented prioritization rationale and Product Development Lifecycle status for every feature, and coordinate quarterly road mapping sessions led by iTech AG’s certified architects
- Prepare and submit the Monthly Technical Progress Report and the Monthly Financial Report by each month, tracking expenditures, hours, and balance remaining on a labor-hour order.
- Own the performance measurement plan: track indicators, standards, and AQLs using ServiceNow Performance Analytics and platform records, conduct a monthly trend review, and report emerging issues before any AQL is breached
- Lead the corrective action process: notify the COR within committed timeframes, drive evidence-based root cause analysis and corrective and preventive action plans, and obtain COR concurrence to close
- Enforce the Quality Control Plan and support the Government’s QASP; review every deliverable against its standard before submission and maintain the decision log and action log through closure
- Maintain the risk register with owners, preventive controls, and escalation triggers; review high and triggered risks every sprint and escalate to iTech AG’s Chief Delivery Officer when needed
- Manage the order’s roadmap, backlog, resource, decision, risk, and performance records inside the client’s ServiceNow SPM instance, giving the PMO a working reference implementation of platform-native contract management
- Integrate iTech AG and subcontractor personnel into one backlog, sprint cadence, peer review, QCP, and training program; monitor subcontract performance and compliance throughout the period of performance
- Plan capacity one Program Increment ahead, maintain primary and cross-trained secondary coverage for every workstream, and identify and remediate underperformance before it reaches the client.
- Confirm Training and Communication Plans are approved and enablement materials are complete before each release is deployed to users
- Route any change affecting scope, ceiling, funding, labor categories, or contract terms through the Contracting Officer, coordinated with the COR
- Other duties as assigned
MINIMUM QUALIFICATIONS
- 5+ years of experience as a project manager leading enterprise IT implementations
- Minimum of 3 years demonstrated experience leading ServiceNow implementations or ServiceNow operations and maintenance engagements
- Hands-on working knowledge of the ServiceNow platform, including ITSM, CSM, HRSD, and SPM, and how platform upgrades affect customizations and scoped applications
- Proven ability to serve as the primary client point of contact on a federal IT contract, working directly with the COR and Contracting Officer
- Experience leading a contract transition-in, including knowledge transfer, access and GFI dependencies, and operational readiness gates
- Experience managing combined prime and subcontractor delivery teams of architects, administrators, developers, business analysts, and testers
- Experience delivering under performance-based contracts, including QASPs, Quality Control Plans, SLAs, AQLs, and corrective action processes
- Experience preparing monthly technical progress and financial reports and tracking hours and burn on labor-hour or T&M task orders
- Experience running Agile or SAFe delivery, including sprint ceremonies, Program Increment planning, and quarterly roadmaps
- Experience developing dashboards and reporting within the ServiceNow platform, including Performance Analytics
- Experience managing risks, issues, and dependencies across multiple concurrent workstreams
- Excellent communication skills, including executive-level presentation ability with CIO-level stakeholders
- Familiarity with federal IT security and compliance requirements, including ATO support and Section 508
EDUCATION AND CERTIFICATIONS
PREFERRED QUALIFICATIONS
- ServiceNow CSA
- SAFe certification (for example SAFe Agilist or SAFe POPM)
- ServiceNow Micro Certification in Performance Analytics
- Hands-on experience with ServiceNow Strategic Portfolio Management (SPM)
- Experience with ServiceNow HAM/SAM, Virtual Agent, or Integration Hub initiatives
- Prior DOJ experience
- Experience in multi-office or federated operating models
SECURITY CLEARANCE
- Pursuant to government contracts, U.S. citizenship is required
- Ability to obtain and maintain a DOJ Public Trust
PAY INFORMATION
The anticipated annual salary range for this position is $150,000 - $190,000. The final salary offered will be determined on a variety of factors, including the selected candidate's qualifications, experience, education, skills, internal equity, and market considerations, as well as contract-specific affordability and organizational requirements. This salary range represents iTech AG's good faith estimate for this position at the time of posting, and not all candidates will qualify for the top of the range.
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
