IT Program Manager – Service Management Office

• Design, deliver, manage, and improve IT services within the Service Management Office
• Apply advanced knowledge to complex, interconnected projects and keep projects aligned
• Define a common operating model for IT service delivery using the ITIL framework
• Improve service quality, delivery, cost, and customer value through performance monitoring, automation, and efficiencies
• Manage services using standard processes, KPIs, and tools
• Resolve unique and complex program challenges and develop solutions with wider organizational implications
• Build professional networks and connect resources to solve issues and achieve goals
• Align program projects and assess program impact on business performance
• Provide direction and leadership to project teams
• Define program scope, best practices, processes, and policies
• Plan, organize, and deliver projects and programs in accordance with organizational goals
• Manage resources, schedules, financials, quality, and control guidelines
• Assess risks, propose resolutions, manage change requests, and track implementation through completion
• Verify achievement of proposed business-case benefits
• Lead process improvement initiatives related to program and project delivery
• Influence stakeholders and organizational culture as a change agent
• Present proposals, updates, and outcomes to senior leadership
• Perform project manager duties as needed

• Bachelor’s degree in project management or related field required
• Five to eight years' experience managing multiple high-risk, high-cost full lifecycle projects within a program required
• Previous experience working with business stakeholders in a cross-functional matrix environment required
• Intermediate level of proficiency with project management software and Microsoft Office required
• Project Management Professional (PMP) certification preferred
• Program Management Professional (PgMP) certification preferred

Demonstrates expertise in IT service management, project delivery, and process improvement using the ITIL framework. Proven ability to lead cross-functional teams, manage high-risk projects, and influence organizational change while ensuring alignment with business goals.

• ITIL Framework
• Project Management Professional (PMP)
• Program Management Professional (PgMP)
• Performance Monitoring
• Stakeholder Engagement

• Project Management
• Program Management
• Risk Assessment
• Change Management
• Process Improvement
• KPI Management
• Resource Management
• Financial Management
• Quality Control
• Performance Automation

• Leadership
• Communication
• Problem Solving
• Influencing
• Networking

• Project Management Professional (PMP)
• Program Management Professional (PgMP)

• Service Management Office
• Full Lifecycle Projects
• Cross-Functional Matrix Environment
• Organizational Goals
• Business Performance

• Project Management Software
• Microsoft Office