Director of Programs, HDS

The Director of Programs is responsible for leading, coordinating, and improving the delivery of services across the customer base. This role manages a portfolio of service programs, projects, operational initiatives, vendor relationships, and technology solution delivery (in partnership with the CTO) to ensure HDS solutions are reliable, secure, cost-effective, promptly delivered and aligned with business needs.

The position works closely with senior leadership, infrastructure teams, cybersecurity, application owners, vendors, and business stakeholders to plan, execute, and continuously improve solution delivery. The Director of Programs ensures that HDS programs are delivered on time, within budget, within scope, and in accordance with organizational standards, customer expectations, and governance requirements.

• Lead and manage customer programs, including infrastructure support, end-user technology services, software services, cloud services, and related operational initiatives.
• Develop program plans, schedules, milestones, budgets, risk registers, and performance measures to ensure effective delivery of customer services.
• Coordinate cross-functional teams to deliver solutions, resolve operational issues, and execute planned activities.
• Monitor performance against agreed program milestones, operational targets, and business expectations.
• Identify gaps, process weaknesses, recurring incidents, and opportunities for improvement.
• Ensure customer services are delivered in a consistent, customer-focused, secure, and reliable manner.

• Engage stakeholders to understand business requirements, customer expectations, technology pain points, and future demand.
• Translate business needs into clear requirements, delivery plans, and operational priorities.
• Communicate program status, risks, dependencies, decisions, and performance to stakeholders and senior leadership.
• Facilitate meetings, steering groups, reviews, and operational governance forums.
• Promote a culture of accountability, transparency, and continuous improvement.

• Working with Sr leadership, prioritize work across competing business and technical demands.
• Track project scope, timelines, deliverables, risks, dependencies, and resource requirements.
• Ensure project documentation is accurate, complete, and maintained throughout the program lifecycle.

• Monitor program costs, spend, ODC expenses, and operational resource utilization.
• Identify, assess, and manage risks related to delivery, cybersecurity, compliance, resource constraints, vendors, and technology dependencies.
• Ensure programs comply with internal and customer policies, cybersecurity requirements, regulatory obligations, and audit expectations.
• Maintain accurate records, reporting, and documentation for governance and compliance purposes.

• Assign and track work across teams while ensuring accountability for deliverables and outcomes.
• Support team development by encouraging knowledge sharing, process discipline, and process excellence.
• Escalate issues appropriately and remove barriers that affect customer delivery or program success.
• Contribute to overall company strategy, operating model improvements, and service maturity planning.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Project Management, or a related field, or equivalent professional experience.
• At least 10 years’ experience in managing complex service delivery, IT programs, technical projects, or operational technology initiatives.
• Demonstrated experience managing multiple projects or programs with competing priorities.
• Strong stakeholder/customer management skills, communication, facilitation, and reporting skills.
• Experience managing vendors, contracts, service-level agreements, and operational performance.
• Ability to analyze data, identify trends, develop recommendations, and drive process improvements.
• Ability to work effectively with technical and non-technical stakeholders.

• Project management certification such as PMP, PRINCE2, AgilePM, Scrum Master, or…