Project Manager

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

DMI, LLC is seeking a Project Manager 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.

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.

• →Integrated Service Delivery Leadership
  • →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.
  • →Serve as the primary interface to client leadership, translating strategic objectives into executable service plans.
  • →Ensure alignment between operational delivery and the client’s evolving digital service goals.
• →Transformation & Continuous Improvement Ownership
  • →Lead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.
  • →Drive adoption of automation, self-service, and advanced analytics to improve:
  • →First Contact Resolution
  • →Customer Satisfaction (CSAT)
  • →Service delivery efficiency
  • →Establish and manage a continuous improvement pipeline, incorporating data-driven insights, root cause analysis, and proactive service enhancements.
• → ServiceNow-Centric Delivery Governance
  • →Ensure all services are delivered through standardized, ITIL-aligned workflows within ServiceNow, enabling consistency, transparency, and scalability.
  • →Partner with platform teams to enhance:
  • →Workflow automation
  • →Knowledge management
  • →Virtual Agent capabilities
  • →Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.
• → Performance Management & SLA Accountability
  • →Own end-to-end performance against all contractual SLAs and KPIs.
  • →Implement real-time performance monitoring and reporting, enabling proactive issue resolution.
  • →Lead regular service reviews with DoIT, providing:
  • →Performance insights
  • →Trend analysis
  • →Actionable improvement plans
  • →Ensure accountability across all subcontractors and service providers.
• → Risk Management & Operational Resilience
  • →Identify and mitigate delivery risks across staffing, technology, and operations.
  • →Maintain robust contingency and continuity plans to ensure uninterrupted service delivery.
  • →Lead response to major incidents, ensuring rapid escalation, communication, and resolution.
• → Transition & Change Leadership
  • →Oversee all transition activities, including onboarding, knowledge transfer, and service stabilization.
  • →Ensure zero service disruption through structured transition planning and phased execution.
  • →Lead organizational change management efforts to support the adoption of new tools, processes, and capabilities.
• → Stakeholder Engagement & Client Partnership
  • →Build strong, trust-based relationships with DoIT leadership and agency stakeholders.
  • →Act as a trusted advisor, providing insights on service optimization, cost efficiency, and innovation opportunities.
  • →Facilitate cross-agency alignment to standardize service delivery practices where appropriate.

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.

• Minimum 5 years of experience managing large-scale IT service delivery programs, including Service Desk and End User Support environments.
• Minimum 3 years leading complex, multi-team operational environments with 24x7 service delivery.
• Demonstrated experience delivering services in ServiceNow-enabled ITSM environments.
• Proven ability to drive service transformation initiatives, including automation, AI, or customer experience improvements.
• Strong knowledge of ITIL-based service management practices.

• PMP certification or equivalent project/program management credential.
• Experience supporting state or large public sector clients.
• Experience integrating or managing cloud-based contact center platforms
• Background in managing multi-vendor or subcontractor delivery models.
• Demonstrated success in improving SLAs, CSAT, and operational efficiency metrics in comparable environments.