Opportunity Overview
Northramp 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.
As 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.
This 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.
This 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.
Location & Work Arrangement
Hybrid, 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.
Key Responsibilities
• Lead 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.
• Manage 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.
• Direct 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.
• Serve as primary client contact: run governance meetings and status reporting, and brief agency IT leadership on findings, decisions, and progress.
• Engage stakeholders across divisions: schedule and coordinate interviews and workshops, and secure buy-in from divisional teams whose support models are changing.
• Guide organizational change: oversee change management and communications so users and IT teams adopt the new service model with minimal disruption.
• Oversee ServiceNow work: make sure the operating model, knowledge base, and service catalog designs are built into ServiceNow configuration, testing, and training.
• Support MSP readiness: guide development of MSP requirements and transition plans that position the agency to select and oversee its provider.
• Manage quality and compliance: confirm deliverables meet agency standards, security requirements, and acceptance criteria.
Requirements
Required Qualifications
• 10+ years of program/project management experience.
• 5+ years managing IT service transformation or MSP transition projects.
• PMP (Project Management Professional) or equivalent project management certification.
• Experience managing multi-phase consulting engagements.
• Experience working with federal or financial services institutions.
• Strong stakeholder management and executive communication skills.
• Experience leading change management in complex organizations.
• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
• Eligible to work in the United States.
• Based in the Washington, DC region.
Desired Qualifications
• Moderate to extensive experience implementing or modernizing ServiceNow functionality, especially ITSM in a service desk setting.
• Experience with ServiceNow upgrades, reimplementations, or legacy ITSM migrations.
• Familiarity with ServiceNow Strategic Portfolio Management (SPM) or similar tools.
• ServiceNow certification or ITIL 4 Foundation.
• 3+ years of experience working with the Federal Government or federal financial regulatory agencies.
• Experience with FISMA/NIST compliance environments.
• Experience managing engagements for federal financial regulators.
Benefits
- Employee Bonus Programs
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Basic Life, Voluntary Life, and AD&D Insurance
- Short-Term and Long-Term Disability Insurance
- Paid Time Off
- Paid Parental Leave
- Training and Professional Development
- Remote Work Opportunities
- Wellness Resources