Description

You will lead the end-to-end governance and delivery of multi-tower Managed Services programs for onsite customers.

Responsibilities

• Own the primary onsite relationship with customer IT, Operations, and Executive leadership.
• Define and operate the governance structure, including operational reviews and executive steering mechanisms.
• Oversee service delivery outcomes across Application Management, Infrastructure, Cloud, Network, Service Desk, and Security towers.
• Coordinate with the Offshore Delivery Manager to align delivery plans with customer commitments and time-zone requirements.
• Manage program-level financials, including budget forecasting, margin management, and contractual change requests.
• Drive the program RAID framework to proactively identify and resolve service, delivery, and commercial risks.
• Lead continuous service improvement initiatives focused on process standardization and automation.

Required Skills

• 15+ years of overall IT experience.
• 8–10+ years in Program, Large Engagement, or Managed Services leadership roles.
• Proven experience managing multi-year Managed Services contracts.
• Experience managing multi-tower service environments (Infrastructure, Cloud, Network, ITSM).
• Hands-on experience using ServiceNow as a governance tool in multi-tower environments.
• Expertise in SLA, KPI, and contractual compliance management.
• Strong background in financial and commercial oversight, including invoicing and budget management.
• Demonstrated success in onsite, customer-facing roles coordinating offshore delivery teams.
• PMP certification or equivalent program management methodology knowledge.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree