What are the responsibilities and job description for the IT Project Manager position at Golden Five LLC?
: IT Project Manager – Service Delivery & Operations
Experience :- 7–10 years
Vacancy :- 1
Location :- Batavia, Illinois, USA
Salary :- Negotiable
Job Type :- Full-Time | On-site / Hybrid
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
o Deskside Support Operations
o Desktop Systems Management (SCCM/Jamf)
o Automated Call Distribution (ACD) Operations
o Enhanced Server Support and Maintenance
2. Team Leadership & Coordination
3. Client & Stakeholder Management
4. Service Quality & Continuous Improvement
o Patch and system compliance rates
o Server uptime and response metrics
o Customer satisfaction (CSAT) and SLA adherence
5. Risk, Compliance & Reporting
o CMDB entitlement validation for Enhanced Server Support.
o Performance dashboards for ACD, Service Desk, and Desktop Systems
Management.
Qualifications & Experience:
Preferred Skills & Certifications:
Work Environment:
Key Performance Indicators (KPIs):
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 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,
- Lead regular governance meetings with Fermilab stakeholders to review performance,
- Develop and maintain project plans, reports, and documentation in accordance with
- Ensure compliance with Fermilab cybersecurity, change management, and ITIL
2. Team Leadership & Coordination
- Supervise cross-functional technical teams, including service desk engineers, deskside
- Assign tasks, monitor progress, and ensure efficient resource utilization across all
- Conduct performance reviews and ensure adherence to SLA-driven service quality
- Promote a culture of accountability, collaboration, and continuous improvement within
- Support staff training, certification, and development to maintain technical excellence
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
- Present quarterly performance and warranty reports (for Enhanced Server Support,
- Collaborate with Fermilab Service Management to define and refine open call
4. Service Quality & Continuous Improvement
- Monitor operational KPIs across all service areas, including:
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
- Identify opportunities to enhance efficiency through automation, process redesign, or
5. Risk, Compliance & Reporting
- Ensure all service activities comply with Fermilab’s security, data protection, and
- Maintain accurate asset and configuration data in the Configuration Management
- Oversee quarterly reporting for:
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
Qualifications & Experience:
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a
- Minimum 7–10 years of IT service management or project management experience,
- Proven experience managing enterprise IT service delivery projects (Service Desk,
- Strong understanding of ITIL processes, change management, and incident
- Demonstrated success in vendor/client relationship management and performance
- Excellent leadership, communication, and organizational skills.
- Ability to coordinate multi-discipline technical teams across distributed
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
- Working knowledge of cybersecurity frameworks and data protection policies.
- Familiarity with OEM relationships and hardware lifecycle management (Dell, HP, Apple,
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
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.
Email Us: jobs@goldenfive.net .Only qualified applicants will be contacted.