Enterprise Operations Service Delivery Program Manager

About DMI

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

Location:
Alexandria, VA
Company: DMI, LLC

DMI is seeking a strategic and results-driven Program Manager to lead Enterprise Operations Service Delivery supporting more than 6,000 end users across multiple locations. This high-impact leadership role oversees Service Desk, Asset Management, and End User Technology operations within a complex, mission-critical federal environment.

If you are an experienced operations leader who excels at managing large teams, driving SLA performance, and delivering enterprise IT services at scale — this is an opportunity to shape operational strategy and make a measurable difference.

The Enterprise Operations Service Delivery Program Manager provides day-to-day leadership, accountability, and strategic oversight for enterprise support services. Reporting directly to the Senior Program Manager, this role ensures operational excellence across Service Desk, Asset Management, and End User Technology functions.

You will oversee large, distributed teams, manage resource planning, ensure service level performance, and drive continuous improvement initiatives across mission-critical IT operations.

• Provide day-to-day management and operational accountability across enterprise service delivery

• Oversee Service Desk, Asset Management, and End User Technology teams

• Lead operations supporting 6,000+ end users across multiple locations

• Ensure SLAs are consistently achieved, analyzed, and reported to leadership

• Determine and allocate resources to meet operational demands

• Oversee IT systems implementation and operational solution delivery

• Coordinate across cross-functional teams to ensure seamless service delivery

• Drive operational performance, process improvement, and service optimization initiatives

• Manage high-level escalations and resolve complex operational challenges

• Provide leadership, mentoring, and direction to operations managers and team leads

• Deliver executive-level reporting and performance insights

• Minimum 8 years of management experience in Service Desk, End User Computing, or enterprise operations programs

• Minimum 5 years managing programs with at least 50 personnel

• Experience leading mission-critical IT operations and systems implementation

• Experience delivering enterprise support services across multiple locations

• Strong program governance and service delivery management expertise

• Bachelor’s degree from an accredited institution or equivalent professional experience

Substitutions (per contract guidelines):

• No degree: 2 additional years of experience

• Associate’s degree: 1 additional year of experience

• Master’s or PhD:
  No additional experience required

• PMP (Project Management Professional) certification

• ITIL Expert or ITIL Strategic Leader certification

• Experience managing large federal IT service delivery contracts

• Strong strategic planning and operational governance skills

• Excellent executive communication and stakeholder engagement abilities

• Experience overseeing enterprise-scale Service Desk and End User support environments

• Must successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance

• Must be a U.S. Citizen

This leadership opportunity in Alexandria, VA places you at the center of enterprise IT operations supporting a high-profile federal program. At DMI, you’ll guide large operational teams, shape service delivery strategy, and ensure consistent, high‑quality support for thousands of end users.

If you’re ready to lead at scale, strengthen…