Managed Services Program Manager

Accountabilities:

• • Serve as the primary operational interface and central point of accountability for assigned strategic managed services customer programs, ensuring coordinated and reliable service delivery across supporting teams.
  • Build and maintain trusted relationships with customer executives, operational stakeholders, and business partners while acting as a solutions-oriented advisor who understands priorities and anticipates concerns.
  • Coordinate cross-functional activities across service delivery, engineering, security, project management, support, sales, finance, and other teams to align execution with customer objectives and contractual commitments.
  • Maintain governance processes, service review cadences, escalation protocols, operational commitments, and accountability for key actions, decisions, dependencies, and risks.
  • Proactively identify service delivery, operational, and customer satisfaction risks; develop mitigation plans and ensure corrective actions are executed effectively.
  • Lead customer escalations from intake and triage through stakeholder coordination, customer communication, resolution oversight, root-cause analysis, and preventative action.
  • Balance customer expectations with internal delivery realities while maintaining strong relationships and clear communication during complex or high-pressure situations.
  • Drive continuous improvement by identifying recurring service issues, process gaps, and opportunities to strengthen service quality and the overall customer experience.
  • Plan, prepare, coordinate, and facilitate monthly, quarterly, and annual business reviews, ensuring presentations accurately reflect performance, priorities, accomplishments, risks, open actions, and improvement initiatives.
  • Translate complex operational and technical topics into concise, executive-ready communications that enable informed decision-making.
  • Maintain regular communication with internal leadership and commercial, engineering, service delivery, and finance stakeholders regarding material customer issues, strategic priorities, risks, and initiatives.

  Requirements

  • Bachelor’s degree in a related field or an equivalent combination of education and experience.
  • 7+ years of experience in program management, managed services, IT outsourcing, customer success, service delivery, client operations, or another customer-facing leadership environment.
  • Demonstrated success managing complex enterprise customer relationships in high-touch environments.
  • Strong program management capabilities, including governance, issue tracking, stakeholder coordination, risk management, action tracking, and accountability.
  • Exceptional written and verbal communication skills, with the ability to engage effectively with customer executives, operational leaders, engineers, sales teams, finance stakeholders, and internal leadership.
  • Proven ability to manage escalations, navigate emotionally charged situations, resolve conflict, and turn customer concerns into structured, productive action.
  • Strong judgment, executive presence, business acumen, and the ability to influence outcomes without direct authority in a matrixed organization.
  • Ability to understand technical concepts sufficiently to coordinate the right technical resources and communicate effectively without being the technical owner.
  • Experience supporting large enterprise or strategic managed services accounts.
  • Familiarity with ITIL-based service management practices, including incident, problem, change, and service review processes.
  • Background in managed services, infrastructure, cloud, cybersecurity, networking, data center operations, or outsourced IT environments is valuable.
  • Experience facilitating executive business reviews, service governance forums, and customer escalation meetings.
  • PMP, ITIL, or a comparable program or service management certification is preferred.
  • Strong problem-solving, relationship-building, organizational, and stakeholder management skills are essential for success.

  Benefits

  • Annual salary range of $99,353–$134,000, depending on qualifications, experience, and other applicable factors.
  • Full-time employment with a remote/virtual work environment.
  • Benefits package designed to support employee health, well-being, and financial security.
  • Access to healthcare and wellness benefits, subject to applicable plan eligibility.
  • Opportunities to work with strategic enterprise customers and cross-functional technology teams.
  • A leadership role focused on customer relationships, service delivery, governance, and business impact.
  • Equal opportunity and inclusive workplace practices.
  • Reasonable accommodations available for qualified individuals with disabilities.