IT Services Program Manager

Overview

The IT Services Program Manager is responsible for the end-to-end delivery and governance of large-scale IT service programs across multiple customers or business units. This role ensures the coordinated delivery of technology services, projects, and operational activities that meet contractual obligations, quality standards, and strategic business objectives.

The Program Manager provides leadership across project and service delivery teams, ensuring seamless integration of infrastructure, applications, support, and transformation services.

NOTE: This role is to support the US, working hours will be 6.30 PM to 3.30 AM IST.

Responsibilities

Program Management & Delivery

• Lead the planning, execution, and governance of complex, multi-stream IT service programs.
• Oversee delivery of managed services, infrastructure rollouts, network deployments, and digital transformation initiatives.
• Ensure that programs are delivered on time, within scope, and within budget.
• Define and manage program roadmaps, resource plans, and dependencies across multiple workstreams.
• Drive continuous service improvement and operational excellence through data-driven analysis and best practices.
• Able to get involved and deliver individual project streams as and when needed
• Help sales and presales team in shaping new deals by providing knowledge and experience in delivering managed services, infrastructure rollouts, network deployments, and digital transformation initiatives
• Presenting solutions and being a Projects & Programmes SME for customer proposals.
  
  

Customer & Stakeholder Management

• Serve as the primary senior delivery contact for key clients, managing key stakeholder relationships.
• Collaborate closely with Account Directors and Service Delivery Managers to ensure customer satisfaction and retention.
• Communicate program progress, risks, and outcomes through structured reporting and governance forums.
• Escalate and resolve critical issues affecting project & program success or service performance.
  
  

Financial & Commercial Management

• Own the program P&L, ensuring profitability and adherence to contractual obligations.
• Develop cost models, track budgets, and identify opportunities for efficiency and margin improvement.
• Support commercial negotiations, contract renewals, and service transition activities.
  
  

Leadership & Team Development

• Lead cross-functional delivery teams including project managers, service leads, engineers, and third-party suppliers.
• Foster a culture of accountability, collaboration, and high performance.
• Mentor and develop delivery teams to strengthen program management capability and service maturity.
  
  

Governance & Compliance

• Implement and manage program governance structures, risk management frameworks, and quality assurance processes.
• Ensure project & programme compliance across service operations and customer environments
• Maintain accurate documentation, change control, and audit readiness.
  
  

Qualifications

Qualifications & Experience

Essential

• 7–10 years’ experience in IT service delivery, program management, or managed services.
• Proven experience managing large, complex, multi-site IT programs, or service portfolios.
• Strong understanding of ITIL processes, service management principles, and governance frameworks.
• Demonstrated commercial acumen and financial management capability (P&L responsibility).
• Excellent communication, negotiation, and stakeholder engagement skills.
• PMP, PRINCE2, or MSP certification.
• Experience in networking, or enterprise infrastructure programs.
• Experience in organisational staff transitions including TUPE, new hires, use of partner networks
• Background in working with global or multi-vendor service delivery environments.
  
  

Desirable

• ITIL v4 Foundation or higher certification.
  
  

Key Competencies

• Strategic thinking and program governance
• Leadership and people development
• Customer focus and relationship management
• Financial and commercial acumen
• Risk and issue management
• Continuous improvement mindset
• Ownership and responsibility.