Posted today
Secret
Senior Level Career (10+ yrs experience)
$150,000 - $175,000
No Traveling
IT - Software
Lexington, MA (On-Site/Office)
Top Skills' Details
Seeking a seasoned Program Manager - ITSM to lead the delivery of managed services for MIT Lincoln Labs. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow.
Job Description
1. Service Delivery Management
Oversee end-to-end delivery of managed services with a focus on quality and efficiency
Ensure adherence to SLAs, KPIs, and contractual obligations
Proactively monitor performance and resolve escalations
Apply ITIL principles across Incident, Problem, Change, and Request Management
Utilize ServiceNow for ITSM operations, reporting, and analytics
2. Client Relationship Management
Act as the primary liaison for the client, fostering trust and transparency
Lead regular service reviews and strategic planning sessions
Align service delivery with evolving client goals and expectations
3. Team Leadership & Development
Lead, mentor, and inspire a team of service delivery professionals
Conduct performance evaluations and support career development
Identify training needs and promote ITIL certification pathways
Additional Skills & Qualifications
4. Operational Excellence
Drive continuous improvement through ITIL-aligned best practices
Maintain SOPs and ensure regulatory compliance
Champion quality and operational efficiency across service functions
5. Project Management
Manage service-related projects from initiation to completion
Oversee resources, timelines, and risk mitigation strategies
Ensure successful delivery of project milestones and outcomes
6. Financial Management
Oversee service delivery budgets and financial performance
Identify cost-saving opportunities without compromising service quality
Maintain fiscal discipline and accountability
7. Stakeholder Coordination
Collaborate cross-functionally with IT, HR, Finance, and other departments
Manage third-party vendor relationships and service integration
Ensure alignment and transparency across all stakeholders
8. Reporting & Analytics
Deliver performance insights to senior leadership and clients
Leverage ServiceNow dashboards for data-driven decision-making
Track key metrics and identify areas for improvement
Employee Value Proposition (EVP)
At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.
Work Environment
MIT Lincoln Labs, one of the most prestigious Labs in the world
On site- 5 days a week, first shift
External Communities Job Description
1. Service Delivery Management
Oversee end-to-end delivery of managed services with a focus on quality and efficiency
Ensure adherence to SLAs, KPIs, and contractual obligations
Proactively monitor performance and resolve escalations
Apply ITIL principles across Incident, Problem, Change, and Request Management
Utilize ServiceNow for ITSM operations, reporting, and analytics
Looking to hire immediately.
Requires a Secret Clearance.
Permanent, full-time position.
Salary: $150,000-$175,000
Seeking a seasoned Program Manager - ITSM to lead the delivery of managed services for MIT Lincoln Labs. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow.
Job Description
1. Service Delivery Management
Oversee end-to-end delivery of managed services with a focus on quality and efficiency
Ensure adherence to SLAs, KPIs, and contractual obligations
Proactively monitor performance and resolve escalations
Apply ITIL principles across Incident, Problem, Change, and Request Management
Utilize ServiceNow for ITSM operations, reporting, and analytics
2. Client Relationship Management
Act as the primary liaison for the client, fostering trust and transparency
Lead regular service reviews and strategic planning sessions
Align service delivery with evolving client goals and expectations
3. Team Leadership & Development
Lead, mentor, and inspire a team of service delivery professionals
Conduct performance evaluations and support career development
Identify training needs and promote ITIL certification pathways
Additional Skills & Qualifications
4. Operational Excellence
Drive continuous improvement through ITIL-aligned best practices
Maintain SOPs and ensure regulatory compliance
Champion quality and operational efficiency across service functions
5. Project Management
Manage service-related projects from initiation to completion
Oversee resources, timelines, and risk mitigation strategies
Ensure successful delivery of project milestones and outcomes
6. Financial Management
Oversee service delivery budgets and financial performance
Identify cost-saving opportunities without compromising service quality
Maintain fiscal discipline and accountability
7. Stakeholder Coordination
Collaborate cross-functionally with IT, HR, Finance, and other departments
Manage third-party vendor relationships and service integration
Ensure alignment and transparency across all stakeholders
8. Reporting & Analytics
Deliver performance insights to senior leadership and clients
Leverage ServiceNow dashboards for data-driven decision-making
Track key metrics and identify areas for improvement
Employee Value Proposition (EVP)
At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.
Work Environment
MIT Lincoln Labs, one of the most prestigious Labs in the world
On site- 5 days a week, first shift
External Communities Job Description
1. Service Delivery Management
Oversee end-to-end delivery of managed services with a focus on quality and efficiency
Ensure adherence to SLAs, KPIs, and contractual obligations
Proactively monitor performance and resolve escalations
Apply ITIL principles across Incident, Problem, Change, and Request Management
Utilize ServiceNow for ITSM operations, reporting, and analytics
Looking to hire immediately.
Requires a Secret Clearance.
Permanent, full-time position.
Salary: $150,000-$175,000
group id: 10105424
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