Program Manager
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Overview
Job Description
Position: Technical Delivery ManagerLocation:Cleveland, Ohio.Below is the updated JD.Job DescriptionProgram Manager – Managed Services (Onsite, Customer Facing)Role OverviewThe Program Manager is anonsite, customer facing leaderresponsible for theoverall governance, delivery oversight, and commercial managementof amulti year Managed Services engagement .The role serves as thesingle point of accountability to the customerand works closely withone Offshore Delivery Managerwho is responsible for day to day execution across all service towers. The Program Manager ensures that delivery is aligned tocontractual commitments, service levels, governance processes, and customer expectations .Key Responsibilities
- Customer EngagementAccountabilityAct as theprimary onsite interfacefor the customer across all Managed Services towersOwn theoverall relationship with customer stakeholders , including IT, Operations, and Executive leadershipRepresent the service provider ingovernance forums, reviews, and escalationsEnsure customer confidence throughclear accountability, transparency, and proactive communication
- Governance StructureOperating ModelDefine, implement, and operate theend to end governance structurefor the Managed Services program, including:Operational governanceService review forumsExecutive steering and escalation mechanismsEstablishclear roles and responsibilitiesbetween the onsite Program Manager and the Offshore Delivery ManagerEnsure governance processes are followed consistently across all towers and geographiesOwn and maintainprogram governance documentation , cadence, and decision frameworks
- End to End Program Oversight (All Towers)Own overall service delivery outcomes acrossall Managed Services towers , which may include:Application ManagementSupportInfrastructure and Cloud ServicesNetwork OperationsService DeskEnd User ServicesITSM Platform and Service GovernanceSecurity and Monitoring ServicesEnsureSLA, KPI, and contractual complianceacross all towersReview service performance trends and ensure corrective actions are driven through the Offshore Delivery ManagerHands on working experience with ServiceNow as Governance tool for Managed Services in a multi-tower environment
- Offshore Delivery CoordinationWork in close partnership withone Offshore Delivery Managerresponsible for executionProvidedirection, priorities, and governance oversightto offshore delivery teamsEnsure effectivehandoffs, communication, and time zone alignmentbetween onsite and offshore teamsValidate that offshore delivery plans align withcustomer commitments and service expectations
- FinancialCommercial ManagementOwnprogram level financials , including budget oversight, forecasting, and margin managementEnsure accuratecommercial reporting, invoicing alignment, and financial governanceManage contractual change requests, scope adjustments, and commercial impactsIdentify opportunities forcost optimization, efficiency, and productivity improvements
- Risk, IssueEscalation ManagementOwn theprogram RAID framework
(Risks, Assumptions, Issues, Dependencies)Proactively identify service, delivery, and commercial risksLead customer facing escalations and ensuretimely resolution of critical issuesEnsure compliance withsecurity, regulatory, and organizational standards7. ReportingCommunicationProvideregular, structured reportingto customer stakeholders covering:Service performanceSLA/KPI complianceRisks and mitigation plansFinancial and commercial statusDeliverexecutive level summaries and dashboardsEnsure clear, consistent, and proactive communication at all levels8. Continuous ImprovementService MaturityDrivecontinuous service improvement initiativesacross all towersWork with the Offshore Delivery Manager to promote:Process standardizationAutomation and efficiency improvementsService quality and stability enhancementsAlign service improvements tocustomer business outcomesRequired QualificationsExperience15+ yearsof overall IT experience8–10+ yearsin Program / Large Engagement / Managed Services leadership rolesProven experience managingmulti year Managed Services contractsStrong experience inonsite customer facing roles coordinating offshore deliveryDemonstrated success managingmulti tower service environmentsSkillsCompetenciesManaged Services governance and operating modelsCustomer and executive stakeholder managementContract, SLA, and KPI managementFinancial and commercial oversightOffshore delivery coordinationRisk and escalation managementStrong communication and leadership skillsEducationCertifications (Preferred)Bachelor’s degree in Engineering, Technology, or related fieldMBA or equivalent preferredPMP / PgMPITIL Foundation or higherKey Success MeasuresCustomer satisfaction and relationship healthSLA and KPI adherence across all service towersPredictable, stable service deliveryEffective governance and escalation management
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