Manager Program Management Jobs in Waterloo, IL (NOW HIRING)

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.