Project Manager, IT Project Manager

# Project ManagerDMIBe an Early Applicant Full Time manager Crownsville, Maryland, USPosted Today##

Role Overview DMI is hiring a Project Manager. This is a full-time role in Crownsville. Part of DMI's Security hiring, posted today. applications are still in the early window, before most candidates have applied. Full responsibilities, required qualifications, and the apply link are listed in the description below.## Salary Context Salary is not disclosed in this posting. Market median for Manager-level Security roles is $135k-$160k (based on 16 comparable listings).

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Job Description 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 nc.com About The OpportunityDMI, LLC is seeking a Project Manager who serves as the single point of accountability for end-to-end service delivery, transformation execution, and operational performance across a Client Services environment. This role goes beyond traditional project oversight to function as a strategic integrator, aligning Service Desk, Desktop Support, IT Asset Management, and enabling platforms (Service Now and CCaaS) into a unified, high-performing service ecosystem.

The Project Manager ensures seamless continuity of current operations while driving measurable improvements in customer experience, efficiency, and service quality through disciplined execution and continuous innovation.

Duties And Responsibilities
* Integrated Service Delivery Leadership
* Direct and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single, cohesive delivery model, eliminating silos and improving end-to-end resolution.
* Serve as the primary interface to client leadership, translating strategic objectives into executable service plans.
* Ensure alignment between operational delivery and the client’s evolving digital service goals.
* Transformation & Continuous Improvement Ownership
* Lead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.
* Drive adoption of automation, self-service, and advanced analytics to improve:
* First Contact Resolution
* Customer Satisfaction (CSAT)
* Service delivery efficiency
* Establish and manage a continuous improvement pipeline, incorporating data-driven insights, root cause analysis, and proactive service enhancements.
* Service Now-Centric Delivery Governance
* Ensure all services are delivered through standardized, ITIL-aligned workflows within Service Now, enabling consistency, transparency, and scalability.
* Partner with platform teams to enhance:
* Workflow automation
* Knowledge management
* Virtual Agent capabilities
* Drive integration between Service Now and CCaaS platforms to deliver a seamless end-user experience.
* Performance Management & SLA Accountability
* Own end-to-end performance against all contractual SLAs and KPIs.
* Implement real-time performance monitoring and reporting, enabling proactive issue resolution.
* Lead regular service reviews with DoIT, providing:
* Performance insights
* Trend analysis
* Actionable improvement plans
* Ensure accountability across all subcontractors and service providers.
* Risk Management & Operational Resilience
* Identify and mitigate delivery risks across staffing, technology, and operations.
* Maintain robust contingency and continuity plans to ensure uninterrupted service delivery.
* Lead response to major…