Senior Program Manager

Location: Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as 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 six-phase, approximately 12-month 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.

Key Responsibilities

• Serve as PBG's program lead for the task order, directing work across all exercised phases and coordinating with the Contracting Officer's Representative (COR) and Technical Point of Contact (TPOC).
• Conduct the project kickoff with Customer IT Division 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 responsible, accountable, consulted, and informed (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 Customer divisions, including interviews, workshops, and focus groups, so divisional 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.
• Direct the business case and cost-benefit analysis, peer benchmarking, and preliminary Independent Government Estimate (IGE) for MSP services, and the refinement of the IGE during design.
• Synthesize Phase 1 findings into an executive summary report and a 20–25 slide executive presentation, facilitate the executive decision-making session on operating model, SLA targets, and MSP budget range, and update the project plan for Phases 2–6.
• Ensure every deliverable is complete, accurate, professionally formatted, and version-controlled, and manage submission, revision, and written acceptance through the COR.
• Direct development of the MSP Transition Playbook, Customer MSP Oversight Framework, Knowledge Transfer Package, and Final Transformation Report and Executive Presentation.
• Provide advisory support during the first four weeks of the Customer-led MSP transition, including weekly governance meetings, if exercised.
• Maintain the engagement's vendor-neutral advisory role; the Customer retains responsibility for all MSP procurement activities and vendor selection.
• Prepare the Task Order 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.