Responsibilities
- Lead ServiceNow program implementations using built-in platform features to manage project tracking, sprint execution, and delivery oversight without relying on external tools
- Use ServiceNow to oversee backlogs, sprints, user stories, and release planning across multiple parallel workstreams
- Set up and manage program-level dashboards, SLA tracking, and reports using Performance Analytics and Predictive Intelligence to identify risks, inefficiencies, and areas for improvement
- Oversee contract management to ensure adherence to deliverables, terms, service quality, and compliance with federal regulations and industry standards
- Lead and coordinate complex, interconnected tasks to meet task order requirements on time, within scope, and on budget
- Track program performance, expenditures, scope changes, and timelines to align with client and program goals; proactively identify, report, and address risks
- Configure and maintain real-time dashboards, SLA monitors, and analytics reports to highlight performance trends and operational challenges
- Act as the primary client contact and official point of accountability, coordinating between the client, oversight personnel, technical leads, and support teams across business and technology units
- Manage multiple vendors and subcontractors across project and operations workstreams; supervise contractor staff, provide performance input, and assign daily tasks
- Own all program reporting functions including SLA tracking, financial updates, and staffing status; manage contractor onboarding and offboarding with proper access and clearance coordination
- Provide strategic and operational guidance to clients, supporting resolution of complex issues and ensuring timely delivery of high-quality outputs
- Develop and maintain strong relationships with key stakeholders across organizations
- Ensure all deliverables are well-defined, practical, and ready for implementation
- Lead and coordinate cross-functional teams of architects, analysts, developers, and designers across multiple initiatives; run sprint events, technical reviews, and stakeholder collaboration sessions
- Manage interdependencies, risks, and issues across workstreams; escalate when needed, drive resolution, and mentor team members in agile methodologies and federal project standards
- Assign and oversee workstreams while maintaining consistency, alignment, and quality across teams
- Evaluate and improve deliverables created by team members to ensure accuracy and completeness
- Perform additional duties as required
