Job Title: Program Manager – Shared Services (DOS ADD)

Location: Washington, DC (Hybrid – 3-4 days onsite)

Clearance Required: Active Secret (or ability to obtain)

Position Type: Full-Time

Overview:

Improvix Technologies is seeking a highly experienced and assertive Program Manager to lead a large-scale, enterprise-level technology program supporting the Department of State’s Advanced Data Division (DOS ADD). This shared services program provides platform offerings across the Department including ServiceNow, Unqork, and multi-cloud platforms such as AWS, Azure, and Google Cloud (GCP). The Program Manager will oversee a cross-functional team of 100–150+ personnel, ensuring successful delivery of platform services to multiple bureaus and components.

Key Responsibilities:

• Program Leadership & Governance
• Lead the day-to-day management of a high-visibility, 150+ FTE program operating in a hybrid federal environment.
• Establish governance frameworks, processes, and delivery standards to ensure service excellence and alignment with ADD’s shared service model.
• Constructively challenge government clients to ensure effective decision-making and continuous improvement.
• Stakeholder Engagement
• Serve as the primary point of contact for DOS ADD leadership, partner bureaus, and other external stakeholders.
• Proactively build trust with government clients through transparency, collaboration, and strategic insight.
• Translate evolving government priorities into tactical execution and team alignment.
• Agile / SAFe Delivery
• Guide program execution in accordance with SAFe/Agile frameworks, balancing sprint-level velocity with enterprise cadence.
• Facilitate Agile ceremonies and maintain a culture of iteration, customer feedback, and MVP delivery.
• Platform & Service Oversight
• Ensure consistent, reliable delivery of shared services including:
• ServiceNow (ITSM, ITOM, CSM, CMDB)
• Unqork no-code/low-code development
• Multi-cloud platforms: Azure, GCP, and AWS
• Coordinate platform roadmaps, enhancements, and incident response in collaboration with technical leads.
• Team & Performance Management
• Lead and mentor program teams across service delivery, engineering, DevOps, and customer support.
• Track program KPIs and performance metrics, identifying and addressing delivery risks, blockers, and staffing issues.

Required Qualifications:

• 10+ years of experience in federal IT program management with at least 5+ years overseeing programs of 100+ FTEs
• Proven experience managing shared service or multi-tenant platform environments across diverse technologies
• Deep understanding of Agile and SAFe practices in government settings
• Strong organizational and operational leadership skills with attention to detail
• Ability to constructively challenge government stakeholders and advocate for pragmatic solutions
• Excellent communication and negotiation skills
• Secret clearance or ability to obtain

Preferred Qualifications:

• Experience managing programs involving ServiceNow, Unqork, or low-code/no-code platforms
• Familiarity with Azure, AWS, and GCP service environments
• PMP, SAFe Agilist, or equivalent Agile certifications
• Experience in IT modernization, DevSecOps, or enterprise IT platforms in a shared services model