Program Manager, Talent Services Delivery

Overview

The Program Manager, Talent Services is responsible for leading and scaling delivery across complex Talent Services programs for Insight Global Consulting clients. This role serves as the primary owner of program-level delivery, client satisfaction, financial performance, and continuous improvement across multiple projects, teams, and service offerings.

The Program Manager partners closely with client stakeholders and internal leadership to ensure services are delivered consistently, efficiently, and in alignment with contractual commitments and strategic objectives. This role blends strategic program oversight with hands-on service delivery leadership in a fast-paced, client-centric environment.

Responsibilities

Talent Services Program & Delivery Ownership

• Own end-to-end delivery for Talent Services programs spanning multiple projects, workstreams, and client initiatives
• Ensure services are delivered in alignment with scope of work, KPIs, SLAs, and Insight Global Consulting delivery standards
• Develop and manage program plans, delivery roadmaps, budgets, and resourcing models
• Proactively identify delivery risks, service gaps, and interdependencies; lead mitigation and resolution efforts
• Track and report on program health, financial performance, and delivery outcomes

Client Partnership & Stakeholder Management

• Serve as a trusted delivery partner to client stakeholders, building strong relationships grounded in transparency and value
• Lead ongoing client communication, including escalations, status updates, and delivery planning discussions
• Prepare and facilitate Monthly and Quarterly Business Reviews (MBRs/QBRs)
• Partner with clients to identify opportunities for service improvement, expansion, and long-term partnership growth
• Support development and execution of Statements of Work (SOWs) and service enhancements

Team Leadership & Delivery Excellence

• Lead, coach, and mentor project managers and delivery team members across Talent Services programs
• Ensure appropriate staffing coverage, role clarity, and accountability to delivery metrics
• Support hiring, onboarding, training, and performance management of delivery team members
• Act as a delivery and operational advisor to teams, promoting best practices and consistency

Operational Rigor & Continuous Improvement

• Establish and maintain delivery frameworks, performance metrics, and reporting standards
• Lead continuous improvement initiatives and Service Improvement Plans across programs
• Drive standardization of processes, tools, and documentation to enable scalable delivery
• Develop runbooks, playbooks, and knowledge resources to support repeatable, high-quality service delivery
• Promote operational discipline while remaining adaptable to evolving client needs

Qualifications

Required Qualifications

• 5+ years of experience in program management, service delivery, or professional services environments
• Proven experience managing client-facing programs with financial, operational, and delivery accountability
• Strong ability to manage multiple workstreams, priorities, and stakeholders simultaneously
• Demonstrated success handling client escalations and driving resolution in high-pressure situations
• Excellent communication skills, including executive-level presentations and reporting
• Strong analytical and financial acumen, including budget and performance tracking
• Ability to lead and influence both virtual and in-person delivery teams
• Comfort operating in a fast-paced, evolving Talent Services environment
• Flexibility to support client needs outside of standard business hours when required

Preferred Qualifications

• Background in staffing, talent services, or workforce solutions
• Program or project management certifications (PgMP, PMP, Lean Six Sigma, or similar)
• Experience supporting enterprise or government clients
• Experience building delivery documentation and operational playbooks
• Willingness to travel as needed to support client engagements