Position Summary:
The IT Project Manager – Service Delivery & Operations will oversee and coordinate all 
technology service operations for Fermilab under the Statement of Work, ensuring the delivery 
of high-quality, timely, and efficient IT support. This role will supervise teams across multiple 
service domains, including Service Desk, Deskside Support, Automated Call Distribution 
(ACD), Desktop Systems Management, and Enhanced Server Support.
The Project Manager will act as the primary point of contact between Fermilab and the Seller 
(service provider), ensuring contractual obligations are met, SLAs are achieved, risks are 
managed, and all deliverables align with Fermilab’s technical, security, and operational 
standards.
Key Responsibilities:
1. Project Oversight & Governance
• Oversee all IT service delivery components defined in the Statement of Work, including:
o Service Desk and Customer Experience Management
o Deskside Support Operations
o Desktop Systems Management (SCCM/Jamf)
o Automated Call Distribution (ACD) Operations
o Enhanced Server Support and Maintenance
• Ensure project scope, timelines, deliverables, and SLAs are clearly defined, tracked, 
and achieved.
• Lead regular governance meetings with Fermilab stakeholders to review performance, 
risks, and improvement plans.
• Develop and maintain project plans, reports, and documentation in accordance with 
Fermilab’s project management framework.
• Ensure compliance with Fermilab cybersecurity, change management, and ITIL 
service management practices.
2. Team Leadership & Coordination
• Supervise cross-functional technical teams, including service desk engineers, deskside 
technicians, system administrators, and server support staff.
• Assign tasks, monitor progress, and ensure efficient resource utilization across all 
service areas.
• Conduct performance reviews and ensure adherence to SLA-driven service quality 
metrics.
• Promote a culture of accountability, collaboration, and continuous improvement within 
the project team.
• Support staff training, certification, and development to maintain technical excellence 
and compliance with contractual skill requirements.
3. Client & Stakeholder Management
• Serve as the primary liaison between Fermilab and the Seller’s delivery organization.
• Maintain transparent communication with Fermilab management regarding project 
health, risks, and escalations.
• Present quarterly performance and warranty reports (for Enhanced Server Support, 
ACD, and Desktop Systems) and recommend strategic improvements.
• Collaborate with Fermilab Service Management to define and refine open call 
management methodologies, escalation procedures, and response protocols.
4. Service Quality & Continuous Improvement
• Monitor operational KPIs across all service areas, including:
o Incident and request resolution times
o Patch and system compliance rates
o Server uptime and response metrics
o Customer satisfaction (CSAT) and SLA adherence
• Implement corrective actions and improvement initiatives when SLAs are at risk.
• Lead root cause analysis (RCA) for major incidents and drive preventive measures.
• Develop and maintain Knowledge Base documentation, SOPs, and training materials
to support consistent service delivery.
• Identify opportunities to enhance efficiency through automation, process redesign, or 
new technologies.
5. Risk, Compliance & Reporting
• Ensure all service activities comply with Fermilab’s security, data protection, and 
operational standards.
• Maintain accurate asset and configuration data in the Configuration Management 
Database (CMDB).
• Oversee quarterly reporting for:
o Equipment coming off warranty or maintenance contracts.
o CMDB entitlement validation for Enhanced Server Support.
o Performance dashboards for ACD, Service Desk, and Desktop Systems 
Management.
• Prepare and submit weekly, monthly, and quarterly performance reports
summarizing project progress, risks, and metrics.
Qualifications & Experience:
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a 
related discipline.
• Minimum 7–10 years of IT service management or project management experience, 
with at least 3 years in a leadership capacity.
• Proven experience managing enterprise IT service delivery projects (Service Desk, 
Infrastructure Support, Endpoint Management, or Server Operations).
• Strong understanding of ITIL processes, change management, and incident 
management workflows.
• Demonstrated success in vendor/client relationship management and performance 
reporting.
• Excellent leadership, communication, and organizational skills.
• Ability to coordinate multi-discipline technical teams across distributed 
environments.
Preferred Skills & Certifications:
• PMP or PRINCE2 Certification (strongly preferred).
• ITIL v4 Foundation Certification or higher.
• Experience with tools such as ServiceNow, SCCM, Jamf, SolarWinds, and ACD 
systems.
• Working knowledge of cybersecurity frameworks and data protection policies.
• Familiarity with OEM relationships and hardware lifecycle management (Dell, HP, Apple, 
etc.).
Work Environment:
• On-site at Fermilab with flexibility for hybrid meetings as required.
• May involve occasional after-hours availability for escalations or critical incidents.
• Close collaboration with Fermilab’s IT, cybersecurity, and operations management 
teams.
Key Performance Indicators (KPIs):
• SLA and uptime compliance across all service areas.
• Customer satisfaction (CSAT) and feedback improvement.
• Timely completion of quarterly reports and contract deliverables.
• Reduction in incident recurrence and mean time to resolution (MTTR).
• Team performance, training compliance, and certification completion rates.