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Program Manager - Global Delivery

Plano, Texas, United States

Description

The Program Manager will be responsible for ensuring the global delivery program operates as one integrated capability engine. This person will act as the single point of ownership for customer requests, internal coordination, partner execution, delivery progress, commercial decisions, risk management, and future growth opportunities. The role requires strong program leadership, customer-facing communication, partner management, business judgment, and the ability to influence across internal and external stakeholders.

Key Responsibilities

Customer Leadership & Stakeholder Management

·        Serve as the primary program contact for customer stakeholders and internal leadership.

·        Understand customer priorities, business needs, pain points, and expected outcomes.

·        Translate customer requests into clear direction for internal TTS teams and global delivery partners.

·        Lead regular customer checkpoints and provide clear, timely communication on delivery status, risks, decisions, and next steps.

·        Build trusted relationships through ownership, responsiveness, transparency, and follow-through.

Global Program Governance & Partner Management

·        Govern program execution across Mexico, India, and Europe.

·        Align delivery partners to program strategy, standards, milestones, reporting expectations, and operating cadence.

·        Manage partner escalations, delivery risks, resource planning, milestone tracking, and performance reviews.

·        Ensure global partners operate in alignment with customer priorities and internal stakeholder direction.

·        Drive consistent delivery practices, accountability, and communication across regions and partner organizations.

Solution Review & Direction Setting

·        Review and validate partner solution proposals before customer submission.

·        Challenge assumptions, identify over-engineering, and guide teams toward practical, scalable solutions.

·        Ensure proposed solutions align with company standards, business needs, quality expectations, and long-term program direction.

·        Partner with internal technical and delivery leaders to confirm recommendations before final decisions are shared.

·        Guide partners toward improved options for cost, quality, speed, scalability, and delivery impact.

Financial Review & Commercial Governance

·        Review partner pricing, SOWs, effort estimates, and commercial assumptions.

·        Negotiate with partners when proposals are costly, unclear, or misaligned with GTCC value expectations.

·        Identify cost optimization opportunities while maintaining quality and delivery reliability.

·        Support business case development, financial discipline, and value-based decision making.

·        Maintain strong commercial governance across partner proposals, commitments, and delivery decisions.

Internal Alignment & Executive Reporting

·        Act as the internal coordination point for customer requests, program decisions, and delivery priorities.

·        Align Account Management, Delivery, Technology, Finance, Legal/Contracts, and executive stakeholders as needed.

·        Maintain a consolidated view of demand, decisions, risks, actions, and program status.

·        Prepare executive updates, governance materials, and decision summaries.

·        Ensure internal teams are aligned around one message, one direction, and one coordinated execution plan.

Innovation & Continuous Improvement

·        Partner with customers to identify improvement themes, automation opportunities, and future program capabilities.

·        Promote AI, automation, productivity, and delivery modernization opportunities where appropriate.

·        Convert customer ideas into practical pilot opportunities, roadmap items, or continuous improvement initiatives.

·        Bring proactive recommendations to customer discussions rather than only reacting to requests.

·        Help position the global delivery program as a strategic transformation engine, not only a resource delivery model.

Requirements

• Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
• 12+ years of experience in technology services, global delivery, consulting, enterprise program management, or related fields.
• 5+ years of experience managing large-scale programs with offshore, nearshore, or global delivery partners.
• ·Strong customer-facing experience with enterprise stakeholders at the Director, VP, CIO, or senior leadership level.
• ·Experience managing partner ecosystems, SOWs, proposals, pricing reviews, governance cadence, program risks, and delivery escalations.
• Strong business communication skills with the ability to simplify complex topics into clear, executive-ready messages.
• Ability to influence without direct authority and operate effectively across cultures, geographies, and matrixed teams.

Preferred Qualifications

• High ownership mindset: does not wait for direction; drives clarity, decisions, follow-up, and outcomes.
• Preferred: experience with manufacturing IT, global capability centers, AMS/ADS, AI, cloud, data, cybersecurity, SAP, ServiceNow, Salesforce, or manufacturing systems.