Program Manager

Technical Delivery Manager

Location: Cleveland, Ohio

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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, 810+ 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.