Senior Program Manager

Location: Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as required (mainly for stakeholder engagement, interviews, and Service Desk observation, which may include occasional evening or weekend shifts during the initial assessment). Travel is not authorized; candidates must be able to reach the Washington, DC area locally.

Clearance/Screening Requirements: U.S. citizenship required.

Position Summary:

PBG is seeking an experienced Senior Program Manager to lead PBG's support to our Customer as it consolidates distributed Level 1 (L1) IT support into a unified Service Desk delivered by a Managed Service Provider (MSP). This key position directs a multi-phase advisory engagement spanning current state assessment, future-state operating model and Service Level Agreement (SLA) design, knowledge transfer, ServiceNow configuration, and MSP readiness. The Senior Program Manager establishes project governance, manages schedule, risk, and deliverable quality, directs the work of the project team, and briefs Customer IT leadership on findings, strategic choices, and decision points. The role calls for disciplined program management, credibility with executive stakeholders, and experience guiding complex organizations through IT service transformation. This position is estimated at a minimum allocation of 35 percent.

Key Responsibilities:

The Senior Program Manager shall be responsible for the following:

• Serve as PBG's program lead for the task order, directing work across all phases and coordinating with the Contracting Officer's Representative (COR) and Technical Point of Contact (TPOC).
• Conduct the project kickoff with Customer IT leadership, specialized IT team leaders, and business unit liaisons, and confirm and refine scope, objectives, timeline, and constraints with Customer leadership.
• Establish project governance, including Steering Committee roles and meeting cadence, working groups, decision-making protocols, escalation paths, and a RACI matrix for key activities and deliverables.
• Develop and maintain the Project Charter, Project Management Plan, Stakeholder Analysis & Communication Plan, and Risk & Issue Log, including the work breakdown structure (WBS), milestone schedule, resource allocation, quality assurance approach, and change control process.
• Deliver weekly written status reports and monthly executive dashboards, and manage issue and risk escalation.
• Lead stakeholder engagement across the Customer organization, including interviews, workshops, and focus groups, so stakeholders see their requirements represented in the future-state service design.
• Oversee and direct the work of non-key personnel, ensuring alignment with task order goals, quality standards, and timelines.
• Ensure every deliverable is complete, accurate, professionally formatted, and version-controlled, and manage submission, revision, and written acceptance through the COR.
• Synthesize assessment findings into executive summary reports and presentations that frame strategic choices and decision points for Customer IT leadership, and update the project plan for later phases.
• Direct development of the MSP transition playbook, MSP oversight framework, and final transformation report and executive briefing.
• Provide post-engagement advisory support during the Customer's initial MSP transition.
• Maintain the engagement's vendor-neutral advisory role; the Customer retains responsibility for all MSP procurement activities and vendor selection.
• Prepare the phase-out plan and confirm that all work products, equipment, and information are returned or stored in Customer repositories at closeout.

Minimum Qualifications:

• Seven (7) years of program/project management experience.
• Three (3) years managing IT service transformation or MSP transition projects.
• Experience managing multi-phase consulting engagements.
• Demonstrated experience with Federal or financial services institutions.
• Strong stakeholder management and executive communication skills.
• Experience with change management in complex organizations.
• Project Management Professional (PMP) or equivalent project management certification.
• S. citizenship.

Highly Valued Qualifications Preferred, but Not Required:

• Project Management Professional (PMP) certification.
• Three (3) or more years of experience working with the Federal Government.
• Experience with Federal Information Security Modernization Act (FISMA)/National Institute of Standards and Technology (NIST) compliance environments.
• Experience managing engagements in regulated financial services environments.