[Remote] Program Manager, Monitoring and Observability

Note: The job is a remote job and is open to candidates in USA. Intact Technology is a ServiceNow Elite Partner focused on delivering IT solutions to federal and public sector clients. The Program Manager for Monitoring and Observability will lead the full delivery lifecycle of monitoring services for a large federal agency, managing scope, schedule, and quality while building strong client relationships.

Responsibilities

• Serve as Intact's primary delivery presence on-site, owning the client relationship, program outcomes, and day-to-day execution
• Lead end-to-end delivery across AppDynamics, Splunk, and Datadog workstreams, managing scope, schedule, budget, and risk in parallel
• Own and maintain the program team structure, integrated program plan, keeping workstreams, subcontractors, vendors and client stakeholders aligned
• Support and enforce delivery standards, status cadences, risk registers, and change control processes
• Establish JIRA based delivery framework within a federal program structure, balancing the team's need for agility with the client's governance requirements
• Serve as the primary point of contact for the client's program leadership and technical teams. You are the face of Intact on this engagement
• Responsible for advising, consulting, in devising approaches how to achieve strategic goals and desired business outcomes
• Produce executive-ready reporting on a consistent cadence, including weekly status updates for CIO, monthly steering committee materials, and escalations as needed
• Maintain a parallel reporting cadence to Intact leadership covering financials, utilization, risk, and relationship health
• Manage competing priorities across multiple federal stakeholder groups and build trust at every level
• Coordinate delivery teams across the monitoring platform suite without needing to be the technical expert on each
• Work closely with architects and lead engineers to surface dependencies, remove blockers, and keep delivery on track
• Ensure all platform work connects to the client's broader Enterprise Observability strategy, including ServiceNow integration points
• Run structured retrospectives and turn what you learn into repeatable process improvements
• Identify scope growth, change order opportunities, and delivery risks early and communicate them to Intact leadership without delay
• Contribute to Intact's internal delivery frameworks and monitoring practice playbooks

Skills

• 8 or more years of program or project management experience, with at least 4 years in a federal IT environment
• Proven track record managing multi-platform or multi-workstream engagements where complexity was high and delivery stayed on track
• Working familiarity with AppDynamics, Splunk, and Datadog. You do not need to configure the platforms, but you need to understand what they do and how they connect to IT operations. Experience leading migrations from legacy systems is a Plus
• Solid grasp of observability concepts and the ability to connect monitoring work to a broader IT operations strategy
• Strong Agile Scrum delivery skills, including running ceremonies and keeping teams on cadence
• Demonstrated ability to build trust and communicate with senior federal stakeholders, including SES-level leaders
• PMP certification or equivalent, and the ability to obtain and maintain a Public Trust clearance
• Hands-on experience with ServiceNow ITOM, particularly Event Management, Discovery, or Health Log Analytics
• Background working with federal civilian agencies such as DHS, HHS, Treasury, DoJ, or DoD components
• Experience with SAFe, JIRA or other scaled Agile frameworks in a federal context
• Experience managing subcontractor delivery within a prime and sub teaming arrangement
• Familiarity with AIOps concepts and how observability data supports AI-driven IT operations

Benefits

• Ongoing personal and professional development opportunities.
• Flexible paid time off, plus 12 paid holidays.
• Premium healthcare plans 6 Medical, Dental, Vision 6 including HSA and FSA options.
• Qualified 401(k) program.

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