Program Manager/Program Director

Program Manager/Program Director

Location: St. Louis, MO (Day 1 onsite)

Full Time

Salary: $140k-$150k

Experience:

• 20+ years of experience in IT/Networks/Telecom program or project management with 5+ years for managing mission critical deliveries which includes 24x7 service operations for a strategic account.
• Having at least 2+ years of experience managing these technology domains for healthcare industry.
• 15+ years experience in Project Management in network related projects
• Must have experience in managing service delivery for ACV $3M+
• At least 2 - 3 years of experience in managing service delivery for Infrastructure Operations including Network and Unified Communication domains
• Must have worked in large organizations with distributed (Onsite / offshore) delivery model
• Strong financial tracking experience
• Must have worked in PMO environment.
• Proven track record of managing large-scale/complex IT/Networks/Telecom programs for enterprise clients including unified communication.
• Experience in IT services such as managed network services including operations and implementation.

Primary Skills:

• Strong leadership and team management abilities.
• Excellent client-facing communication and negotiation skills.
• Proficient in project management tools and methodologies
• Execution management, attention to detail.
• Analytical thinking.
• Communication and Consensus building; Relationship management
• Financial acumen for budgeting and cost management.
• Ability to work under pressure and manage multiple priorities.
• Proficient in customer and stakeholders management.
• Familiarity with ITIL Framework concepts such as Incident, Change, and Problem Management.
• Ability to meet deadlines and work well under pressure.
• Excellent interpersonal skills and effective communication at all levels.

Key Responsibilities:

1. Program Management:
   • Oversee end-to-end delivery of IT/ITeS programs, including managed network services, infrastructure management and digital transformation initiatives.
   • Develop and manage program plans, timelines, budgets, and resource allocation to ensure on-time, within-budget delivery.
2. Monitor program performance using KPIs and metrics, ensuring alignment with client expectations and company standards.
3. Present frequent status reports with highlights/low lights.
4. Regular team meetings, engage and manage team members from multiple organizations, vendors and subcontractors, obtain vendor/subcontractor quotes, engage vendors/subcontractors and release project team resources.
5. Oversee project deliverables to ensure performance to schedule and budget are met.
6. Evaluate actual hours performed to planned hours and deliverables to the quality expectations.
7. Exercise change process against the project objective, update project deliverables and obtain acceptance from identified project stakeholders.
8. Participate in major incidents, change management and ensure issues are resolved as per SLA.
9. Root cause analysis and proactive measures to prevent recurrence of issues.

1. Client Relationship Management:
   • Serve as the primary liaison between the client and company, ensuring clear communication and satisfaction.
   • Understand client business needs and translate them into actionable IT strategies and solutions.
   • Conduct regular status meetings, present program updates, and address client concerns promptly.
   • Interact with CxO / senior management in customer organization.
   • Manage customer escalations and periodic calls.

1. Team Leadership:
   • Manage and mentor onsite teams, including but not limited to project managers, transition leads, network engineers and support staff.
   • Foster a collaborative, high-performance culture, ensuring team alignment with company and client goals.
   • Coordinate with offshore or remote teams to ensure seamless integration and delivery.
2. Risk and Issue Management:
   • Identify, assess and mitigate risks that could impact the program success.
   • Resolve escalated issues, ensuring minimal disruption to client transition, operations and delivery.
   • Implement contingency plans to address unforeseen challenges.

1. Strategic Growth:
   • Identify opportunities for expanding the service offerings to the client, driving account growth.
   • Collaborate with sales and business development teams to propose new solutions or upsell services
   • Stay updated on industry trends and emerging technologies to provide innovative solutions.
   • Bring in service improvements with innovation and automation.
   • Participate in deal proposal building and defense presentations.

1. Compliance and Quality Assurance:
   • Ensure all deliverables meet quality standards, contractual obligations, and regulatory requirements.
   • Implement best practices in IT service management (e.g. ITIL, Agile etc.)
   • Conduct regular audits and reviews to maintain compliance with client and industry standards.
   • Ensures 100% compliance to the defined processes

Certifications:

• PMP/Prince2, ITIL, Agile/Scrum or equivalent certifications are highly desirable.

Education:

• Bachelors degree in computer science, information technology or related field.
• A masters degree in business administration is preferred.