Program Manager/Program Director

Role - 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:

• 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.

• Monitor program performance using KPIs and metrics, ensuring alignment with client expectations and company standards.

• Present frequent status reports with highlights/low lights.

• 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.

• Oversee project deliverables to ensure performance to schedule and budget are met.

• Evaluate actual hours performed to planned hours and deliverables to the quality expectations.

• Exercise change process against the project objective, update project deliverables and obtain acceptance from identified project stakeholders.

• Participate in major incidents, change management and ensure issues are resolved as per SLA.

• Root cause analysis and proactive measures to prevent recurrence of issues.

• 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.

• 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.

• 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.

• 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.

• 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:

• Bachelor's degree in computer science, information technology or related field.
• A master's degree in business administration is preferred.