Golden Five Consulting · 1 month ago
: IT Project Manager – Service Delivery & Operations
Batavia, IL
Full-time
Onsite
Senior Level
7+ years expGolden Five Consulting is seeking an IT Project Manager – Service Delivery & Operations to oversee and coordinate technology service operations for Fermilab. The role involves ensuring high-quality IT support delivery, managing service domains, and acting as the primary contact between Fermilab and the service provider.
Business IntelligenceCloud Data ServicesInfrastructure
Responsibilities
Project Oversight & Governance
Oversee all IT service delivery components defined in the Statement of Work, including:
Service Desk and Customer Experience Management
Deskside Support Operations
Desktop Systems Management (SCCM/Jamf)
Automated Call Distribution (ACD) Operations
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
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
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
Service Quality & Continuous Improvement
Monitor operational KPIs across all service areas, including:
Incident and request resolution times
Patch and system compliance rates
Server uptime and response metrics
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
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:
Equipment coming off warranty or maintenance contracts
CMDB entitlement validation for Enhanced Server Support
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
Qualification
Required
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
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.)
Company
Golden Five Consulting
Golden Five Consulting aims at business intelligence, website development, cloud, enterprise application and infrastructure services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Prabhat Nigam
Global Chief Technology Officer
Company data provided by crunchbase