Services Support Manager

Overview

The Program Manager is responsible for managing large client initiatives, engaging and working across multiple technical and global teams within WWT, WWT Partners, and potentially the client. The ideal candidate has proven leadership capabilities, experience managing technology programs with a minimum budget of $25MM, and has managed large, distributed teams of at least 10 matrixed resources. The candidate must possess strong presentation and public speaking skills and experience in developing and estimating client statements of work.

• Define and implement governance and controls across the program, including status reporting, risk and issue management, stakeholder engagement and reporting, and other required artifacts to control the program.
• Solve problems decisively, driving resolutions to close.
• Maintain extensive knowledge of service delivery models focused on continuous improvement and adapting to the changing landscape of the service industry.
• Monitor and manage program-level milestones, risks, issues, and decisions.
• Drive decision-making processes when appropriate.
• Work with leadership and technical leads to staff and resource the program appropriately.
• Escalate and drive program-level issue resolution and risk mitigation.
• Manage budgeting, forecasting, and program financials to meet financial expectations set for the program.
• Oversee program-level procurement reporting and visibility.
• Define and align roles and responsibilities with staffing plans.
• Ensure end-to-end program delivery and quality.
• Engage stakeholders to ensure appropriate communication and decision making for the program.
• Create executive reporting and deliver the reports to the appropriate executive stakeholders.
• Align the program to the statement of work.
• Collaborate with leadership and team members to define the statement of work and any changes.
• Monitor and assess customer satisfaction, quality, and profitability.
• Coordinate project managers reporting in a matrix structure.
• Coach and mentor the PMs and other team members as needed to achieve optimal productivity and quality of deliverables.
• Create and manage long-term goals for the program or portfolio of projects.
• Ensure the successful onboarding and offboarding of program resources.
• Serve as a liaison between program staff and upper management/executives.

• Bachelor’s Degree in Arts/Sciences (BA/BS) preferred.
• Minimum of 2 years’ active Program Management experience.
• Minimum 7 years of Project Management experience.
• Experience managing, tracking, and forecasting financials and budgets for large-scale programs.
• Understanding of expectations and reporting requirements needed to provide visibility and clarity on the financial health of the program.
• Ability to work independently and aggressively track to program timelines.
• Strong team skills.
• Strong communication skills (written, verbal, and presentation).
• Project Management Professional (PMP) certification through Project Management Institute (PMI), Prince2 preferred.