Senior Program Delivery Manager (Req#1355

Overview

Hybrid-remote opportunity for candidates geographically located in one of the following areas: (1) King of Prussia, Pennsylvania; (2) Manchester, New Hampshire; (3) New York, New York; (4) Rochester, New York.

As a Senior Program Delivery Manager, you will act as the strategic bridge between ePlus’s internal operational execution teams and our clients, ensuring services are delivered on time, within budget, and in strict alignment with contractual agreements. You will bring strong customer-facing leadership, advanced communication skills, financial accountability, and the ability to personally lead high-visibility technology programs while contributing measurable billable utilization.

The essential functions of this position include:

• Manage internal and external resource schedules, as projects require
• Manage projects by following the ePlus PMO structure
• Support and lead customer-facing meetings
• Work with customers to gather and document requirements, prioritize and develop schedules
• Ensure schedules are met on time and within budget
• Support ePlus financial objectives by forecasting project revenues on a monthly basis and analyzing variances; initiating corrective action
• Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
• Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.
• Lead large-scale deployments involving infrastructure, cloud, collaboration, security, AI enablement, or digital transformation
• Utilize advanced PM methodologies including Agile, Waterfall, Hybrid, and SAFe frameworks
• Drive governance structures, steering committees, and operational cadence
• Coordinate cross-functional delivery teams including architects, engineers, PMs, customer success, and vendors
• Ensure adherence to PMO standards, documentation quality, and delivery best practice

• Serving as the primary escalation point for clients, establishing strong strategic partnerships, interpreting analytics, and leading governance discussions to maximize account value.
• Build executive-level relationships through recurring customer touchpoints, governance meetings, and strategic planning sessions
• Align customer business objectives with technology delivery strategies
• Drive customer satisfaction, retention, and expansion opportunities
• Lead Executive Business Reviews (EBRs/QBRs)

• Maintain individual billable utilization targets through direct leadership of customer-facing programs and strategic initiatives
• Actively lead complex enterprise IT projects, transformation programs, and multi-workstream initiatives
• Provide hands‑on project and program management support for critical customer engagements
• Manage project scope, schedule, budget, dependencies, RAID logs, and executive communications
• Support escalations and recovery efforts for at‑risk programs

• Developing and monitoring strict Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to guarantee that high-quality, cost-effective service is continuously optimized.

• Partner with sales and pre‑sales teams on strategic opportunities
• Support Statements of Work (SOWs), RFP/RFI responses, and customer presentations
• Provide delivery leadership during solution planning and project scoping
• Identify opportunities for additional services and customer expansion

• 7+ years of experience in IT consulting, professional services, PMO leadership, or enterprise delivery
• 7+ years of experience in a client‑facing position
• Ability to recommend process improvement strategies, policies, and procedures by evaluating project outcomes; identify problems; evaluate trends; anticipate requirements through lessons learned documentation
• Previous experience working with or for an IT managed services organization / company
• Proven success managing enterprise technology programs in customer‑facing environments
• Demonstrated ability to maintain billable utilization targets while managing strategic accounts
• Strong…