Managed Services Program Manager
New
J
JobgetherIT Managed Services
Based in United StatesFull-TimeManager
Salary99,353 - 134,000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementStakeholder managementCustomer SuccessRisk Management
Requirements
- Bachelor’s degree or equivalent combination of education and experience.
- 7+ years of experience in program management, managed services, IT outsourcing, customer success, or service delivery.
- Demonstrated success managing complex enterprise customer relationships in high-touch environments.
- Strong program management capabilities, including governance, issue tracking, stakeholder coordination, and risk management.
- Exceptional written and verbal communication skills for executive-level engagement.
- Proven ability to manage escalations, navigate high-pressure situations, and resolve conflict.
- Strong judgment, executive presence, and the ability to influence without direct authority.
- Ability to understand technical concepts sufficiently to coordinate resources effectively.
- Familiarity with ITIL-based service management practices (incident, problem, change, and service review).
- Experience facilitating executive business reviews and service governance forums.
- Background in infrastructure, cloud, cybersecurity, networking, or data center operations is highly valuable.
- PMP, ITIL, or comparable program/service management certification is preferred.
Responsibilities
- Serve as the primary operational interface and central point of accountability for strategic managed services customer programs.
- Build and maintain trusted relationships with customer executives, operational stakeholders, and business partners.
- Coordinate cross-functional activities across service delivery, engineering, security, project management, sales, and finance teams.
- Maintain governance processes, escalation protocols, and track key decisions, dependencies, and risks.
- Identify service delivery risks, develop mitigation plans, and ensure effective corrective actions.
- Lead customer escalations from intake through triage, resolution oversight, and root-cause analysis.
- Drive continuous improvement by identifying recurring service issues and process gaps.
- Facilitate monthly, quarterly, and annual business reviews for senior stakeholders.
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