Program Manager

Position: Technical Delivery Manager
Location:
Cleveland, Ohio.
Below is the updated JD.
Job Description
Program Manager - Managed Services (Onsite, Customer-Facing)
Role Overview
The Program Manager is an
onsite, customer-facing leader
responsible for the
overall governance, delivery oversight, and commercial management
of a
multi-year Managed Services engagement .
The role serves as the
single point of accountability to the customer
and works closely with
one Offshore Delivery Manager
who is responsible for day-to-day execution across all service towers. The Program Manager ensures that delivery is aligned to
contractual commitments, service levels, governance processes, and customer expectations .
Key Responsibilities
1. Customer Engagement
Accountability
Act as the
primary onsite interface
for the customer across all Managed Services towers
Own the
overall relationship with customer stakeholders , including IT, Operations, and Executive leadership
Represent the service provider in
governance forums, reviews, and escalations
Ensure customer confidence through
clear accountability, transparency, and proactive communication
2. Governance Structure
Operating Model
Define, implement, and operate the
end-to-end governance structure
for the Managed Services program, including:
Operational governance
Service review forums
Executive steering and escalation mechanisms
Establish
clear roles and responsibilities
between the onsite Program Manager and the Offshore Delivery Manager
Ensure governance processes are followed consistently across all towers and geographies
Own and maintain
program governance documentation , cadence, and decision frameworks
3. End-to-End Program Oversight (All Towers)
Own overall service delivery outcomes across
all Managed Services towers , which may include:
Application Management
Support
Infrastructure and Cloud Services
Network Operations
Service Desk
End-User Services
ITSM Platform and Service Governance
Security and Monitoring Services
Ensure
SLA, KPI, and contractual compliance
across all towers
Review service performance trends and ensure corrective actions are driven through the Offshore Delivery Manager
Hands on working experience with ServiceNow as Governance tool for Managed Services in a multi-tower environment
4. Offshore Delivery Coordination
Work in close partnership with
one Offshore Delivery Manager
responsible for execution
Provide
direction, priorities, and governance oversight
to offshore delivery teams
Ensure effective
handoffs, communication, and time-zone alignment
between onsite and offshore teams
Validate that offshore delivery plans align with
customer commitments and service expectations
5. Financial
Commercial Management
Own
program-level financials , including budget oversight, forecasting, and margin management
Ensure accurate
commercial reporting, invoicing alignment, and financial governance
Manage contractual change requests, scope adjustments, and commercial impacts
Identify opportunities for
cost optimization, efficiency, and productivity improvements
6. Risk, Issue
Escalation Management
Own the
program RAID framework
(Risks, Assumptions, Issues, Dependencies)
Proactively identify service, delivery, and commercial risks
Lead customer-facing escalations and ensure
timely resolution of critical issues
Ensure compliance with
security, regulatory, and organizational standards
7. Reporting
Communication
Provide
regular, structured reporting
to customer stakeholders covering:
Service performance
SLA/KPI compliance
Risks and mitigation plans
Financial and commercial status
Deliver
executive-level summaries and dashboards
Ensure clear, consistent, and proactive communication at all levels
8. Continuous Improvement
Service Maturity
Drive
continuous service improvement initiatives
across all towers
Work with the Offshore Delivery Manager to promote:
Process standardization
Automation and efficiency improvements
Service quality and stability enhancements
Align service improvements to
customer business outcomes
Required Qualifications
Experience
15+ years
of overall IT experience
8-10+ years
in Program / Large Engagement / Managed Services leadership roles
Proven experience managing
multi-year Managed Services contracts
Strong experience in
onsite customer-facing roles coordinating offshore delivery
Demonstrated success managing
multi-tower service environments
Skills
Competencies
Managed Services governance and operating models
Customer and executive stakeholder management
Contract, SLA, and KPI management
Financial and commercial oversight
Offshore delivery coordination
Risk and escalation management
Strong communication and leadership skills
Education
Certifications (Preferred)
Bachelor's degree in Engineering, Technology, or related field
MBA or equivalent preferred
PMP / PgMP
ITIL Foundation or higher
Key Success Measures
Customer satisfaction and relationship health
SLA and KPI adherence across all service towers
Predictable, stable service delivery
Effective governance and escalation management