Job Title: Technical IT Project Manager
Location: Vienna, VA (Hybrid)
Position Type: Multi-Year Contract

About
Our client is seeking an experienced Technical IT Project Manager to support large-scale enterprise technology programs within a leading member-focused financial institution. This role offers the opportunity to drive enterprise-scale initiatives that impact millions of users while partnering with senior leaders, engineering teams, and business stakeholders. If you're passionate about leading complex technology programs from strategy through delivery, you'll have the chance to make a meaningful impact in a stable, innovative, and highly collaborative environment.

Description
Manage, influence, and lead the end-to-end lifecycle of technology products and platforms, from intake and concept through planning, design, build, testing, release, operations, and retirement. Apply and promote ITSM and product management best practices to ensure timely, stable, and effective delivery and ongoing support. Coordinate multiple large, highly complex technology programs that affect business unit activities, and ensure management review at each lifecycle stage gate, including transition into tiered support and operations. Deliver program solutions on schedule and within scope and budget, while sustaining product value, reliability, and continuous improvement.

Responsibilities
• Manage multiple, large, and highly complex technology products, platforms, and programs across the full lifecycle, including intake, planning, development, release, operations, enhancement, and retirement
• Review product and program data using performance measurements and indicators (e.g., incident trends, SLAs, release quality, adoption) to identify areas for improvement and potential risk, develop action plans, and lead change management
• Consult with leadership and business partners to effectively define KPIs and short/long-term goals, product roadmaps, initiatives, and action plans
• Apply ITSM practices (incident, problem, change, release, and knowledge management) to keep products stable and supportable throughout their lifecycle
• Use ServiceNow to manage requests, incidents, problems, changes, and service-level reporting, and partner with support teams to improve workflows and automation
• Define and coordinate tiered support models (L1 through L3), including handoffs, escalation paths, runbooks, and knowledge articles for newly released products
• Use Azure DevOps (ADO) to plan, track, and report on epics, features, backlog items, and releases, and maintain traceability between support demand and delivery work
• Identify, scope, document, coordinate, and implement business and technical requirements in accordance with product, program, and project goals
• Direct and lead work by developing and coordinating work plans, schedules, release calendars, milestones, deliverables, and training, ensuring deliverables meet expectations and readiness gates
• Identify and minimize risks or constraints that would impact product or program deliverables, including release readiness, change windows, and production moratoriums
• Identify, communicate, and resolve cross-organizational concerns that may impede other products, programs, projects, or initiatives
• Manage vendor and partner relationships, including accountability for scope, level of effort, and change orders
• Maintain/archive product and program documentation, including roadmaps, release notes, RAID logs, and decision logs
• Prioritize and delegate assignments, including analysis, requirements definition, and implementation of product modifications and enhancements
• Conduct internal analyses and partner with business teams to identify root causes of recurring incidents and process gaps, and establish solutions
• Serve on teams and task groups for programs or initiatives of significant impact within the business unit and/or across the organization
• Mentor team members to ensure cooperation and consistent application of policies and procedures
• Participate in developing, modifying and executing department policies, standards, and processes
• Provide guidance on issues with department-wide and/or organization-wide impact
• Resolve complex technical problems that require in-depth knowledge of organizational objectives and competing priorities
• Perform other duties as assigned

Qualifications
• Essential - 2-5 years of ITSM (IT Service Management) and tiered support experience
• Essential - ServiceNow experience
• Essential - Azure DevOps (ADO) experience
• Essential - 2-5 years of project and program management experience
• Significant experience in workflow and program development, including development of requirements documents, procedures, release plans, and implementation plans across the technology product lifecycle
• Extensive experience managing multiple initiatives and adapting to changing requirements and priorities to accomplish objectives and goals, independently or in a team environment
• Extensive experience in collaborating across organizational boundaries and building partnerships across various functions, including engineering, support, security, and vendors
• Significant experience in leading, training, guiding and mentoring others
• Extensive experience in working with leadership and management in diverse and complex operational environments
• Desired - Knowledge of the organization's functions, philosophy, operations, organizational objectives, and the systems and software it uses
• Desired - Working knowledge of state and Federal laws; industry regulations, principles, and practices; and company policies that govern the business unit's products/services
• Desired - Certified Scrum Master (CSM), or the equivalent combination of training, education, and experience
• Expert project management skills, including establishing and leading project teams, managing timelines, deadlines, and resources, and ensuring successful implementation and release into production
• Expert planning, organizational and problem-solving skills
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert innovative thinking skills to solve problems and facilitate decision-making
• Expert verbal, written, and interpersonal communication skills, including ability to communicate complex terms to all levels of audiences
• Expert analytical thinking skills, including summarizing information and clearly identifying key elements, patterns, results, and relationships
• Bachelor's Degree in Business, Management, or the equivalent combination of training, education, and experience
• Desired - Project Management Professional (PMP), or the equivalent combination of training, education, and experience

System One, and its subsidiaries including Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.


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System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.