Senior Program Manager / Service Delivery Manager

Role Description

We are seeking an experienced Senior Program Manager / Service Delivery Manager to lead and coordinate complex programs, ensure successful service delivery, and act as the primary liaison between business stakeholders, delivery teams, and leadership. The ideal candidate will possess strong program management, stakeholder management, and service delivery expertise, with a proven ability to drive initiatives from planning through execution while maintaining high levels of customer satisfaction.

Key Responsibilities

• Program Management
  • Lead the planning, execution, monitoring, and successful delivery of multiple programs and projects.
  • Develop and maintain program roadmaps, project plans, timelines, and resource allocation strategies.
  • Ensure alignment of program objectives with business goals and strategic priorities.
  • Coordinate cross-functional teams to deliver projects on schedule, within scope, and within budget.
  • Manage dependencies across projects and identify opportunities for process improvement.
• Service Delivery Management
  • Oversee end-to-end service delivery operations to ensure quality, efficiency, and customer satisfaction.
  • Establish and monitor service delivery metrics, KPIs, and SLAs.
  • Drive continuous improvement initiatives to enhance operational effectiveness and service quality.
  • Collaborate with technical and business teams to resolve service-related issues and improve performance.
  • Ensure compliance with organizational standards, policies, and governance requirements.
• Stakeholder & Client Management
  • Serve as the primary point of contact for clients, business stakeholders, and executive leadership.
  • Build and maintain strong relationships with internal and external stakeholders.
  • Facilitate regular status reviews, steering committee meetings, and executive updates.
  • Communicate program progress, risks, issues, and mitigation strategies effectively.
• Governance, Risk & Issue Management
  • Establish program governance frameworks and reporting structures.
  • Identify, assess, and manage risks, issues, assumptions, and dependencies.
  • Drive issue resolution by coordinating with appropriate stakeholders and delivery teams.
  • Escalate critical risks and concerns to leadership as needed.
• Coordination & Delivery Oversight
  • Provide coordination, planning, status communication, meeting facilitation, delivery tracking, risk and issue coordination, and engagement administration.
  • Monitor project milestones and deliverables to ensure timely completion.
  • Facilitate cross-team collaboration and remove delivery roadblocks.
  • Track action items and ensure accountability across teams.
• Financial & Resource Management
  • Support budgeting, forecasting, and resource planning activities.
  • Monitor program financial performance and resource utilization.
  • Ensure optimal allocation of resources across multiple initiatives.
  • Assist with vendor and partner management when applicable.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Engineering, or a related field.
• 10+ years of experience in Program Management, Project Management, Service Delivery Management, or related leadership roles.
• Proven experience managing large-scale programs and cross-functional teams.
• Strong understanding of project management methodologies, governance frameworks, and service delivery practices.
• Excellent communication, presentation, negotiation, and stakeholder management skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Experience with risk management, issue resolution, and executive reporting.

Preferred Qualifications

• PMP, PgMP, PRINCE2, Agile, Scrum, SAFe, ITIL, or equivalent certifications.
• Experience working in enterprise technology, digital transformation, cloud, data, or software development environments.
• Knowledge of portfolio management and PMO best practices.
• Experience managing geographically distributed teams and global stakeholders.

Required Skills

• Program & Project Management
• Service Delivery Management
• Stakeholder Management
• Risk & Issue Management
• Resource Planning & Allocation
• Executive Communication
• Governance & Compliance
• Vendor Management
• Agile & Waterfall Methodologies
• Financial & Budget Management
• Change Management
• Team Leadership & Mentoring

Success Metrics

• On-time and within-budget delivery of programs and projects.
• Achievement of SLA and KPI targets.
• High stakeholder and customer satisfaction scores.
• Effective management of risks, issues, and escalations.
• Continuous improvement in delivery efficiency and operational performance.