Manager, Delivery Support Services

Position Overview

The Delivery Support Services team is the operational hub for day-to-day PMO execution within the CMS Medicare Systems Solutions (CMSS) portfolio, supporting FISS, MCS, DME, CWF, and cross-cutting programs. The Manager, in partnership with the Senior Manager, ensures consistent, disciplined operation of all delivery support functions, including financial management, compliance, reporting, risk management, quality assurance, documentation, and workforce operations.

In this role, the Manager leads the delivery support functions in partnership with program teams across the portfolio to achieve CMS objectives. The Manager identifies and solves technical and operational problems, recognizes their broader impact across the department, and guides and influences team members and colleagues to adopt consistent practices and standards. The Manager adapts plans and priorities to address resource and operational challenges, leads one or more delivery support areas, and focuses on achieving near-term service, quality, and timeliness objectives.

The Manager serves as the alter ego of the Senior Manager and together they share supervisory responsibility for the Delivery Support Services team.

• Executes the program management framework and ensures daily adherence across all Delivery Support Services sub-functions.
• Serves as the alter ego to the Senior Manager when required, maintaining operational continuity and escalation pathways.
• Identifies and implements AI-enabled efficiencies and process improvements.
• Maintains program management standards, templates, and processes aligned with PMI standards, CMS expectations, and industry best practices.
• Monitors the integrated master schedule and surfaces deviations or risks requiring leadership attention.
• Supports daily financial activities including budgeting, forecasting, cost variance analysis, and preparation of EVM deliverables.
• Coordinates with finance and contract teams to ensure accuracy and timely submission of required artifacts.
• Manages deliverable tracking, status reporting, compliance documentation, and internal adherence reviews.
• Maintains the portfolio risk register, facilitates enterprise risk review cadences, and communicates and escalates threats to schedule, cost, or quality.
• Oversees day-to-day quality assurance, ensuring process compliance in coordination with Delivery Managers, Test Engineering teams, and enterprise leaders.
• Supports Delivery Managers, Scrum Masters, the Blacksburg Director, CMSS leaders, and PMs to anticipate and meet staffing needs.
• Supports staffing and leads onboarding, offboarding, training research and delivery, mentoring programs, succession planning, and talent development across the portfolio.
• Oversees documentation management, ensuring proper creation, maintenance, versioning, storage, and adherence to standards.
• With the Senior Manager, directly supervises the Delivery Support Services team and supports their professional development.
• Fosters a culture of trust, customer service, transparency, accountability, continuous improvement, and mission focus.

Required Qualifications:

• 10+ years of progressive program/project management experience, with supervisory or lead experience.
• Experience supporting federal contract program financials and Earned Value Management.
• Experience leading or supervising cross-functional teams in complex program environments.
• Experience with Agile delivery (SAFe, Scrum) and hybrid environments.
• Strong organizational skills with the ability to manage multiple concurrent work streams.
• Demonstrated ability to guide and influence others to adopt consistent practices and standards.
• CMS, Medicare, or federal health IT experience strongly preferred.
• Active Public Trust required.

Preferred Qualifications:

• Bachelor's degree
• PMI-ACP, SAFe, or similar Agile certification.
• Experience with CMS Medicare systems (FISS, MCS, DME, CWF).
• Familiarity with CMS deliverable and reporting requirements.
• Knowledge of financial management principles, including forecasting and cost control.

EEO:
Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.