Project Manager, Change Management, IT Project Manager

Location: Crownsville

About DMIDMI 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 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 incidents, ensuring rapid escalation, communication, and resolution. Transition & Change Leadership Oversee all transition activities, including onboarding, knowledge transfer, and service stabilization.

Ensure zero service disruption through structured transition planning and phased execution.

Lead organizational change management efforts to support the adoption of new tools, processes, and capabilities. Stakeholder Engagement & Client Partnership Build strong, trust-based relationships with DoIT leadership and agency stakeholders.

Act as a trusted advisor, providing insights…