Program Manager (Client Delivery & Operations)

Key Responsibilities

• Manage end-to-end delivery of client programs, including planning, execution, monitoring, and reporting.
• Maintain program plans, schedules, resource allocation, and communication frameworks.
• Monitor progress against scope, timeline, budget, and quality, and take corrective actions as needed.
• Ensure project artifacts, documentation, and governance standards are followed.
• Track and report on program performance, risks, dependencies, and overall health to stakeholders.
• Serve as the primary point of contact for assigned clients, building trusted relationships.
• Understand client business goals and translate them into delivery priorities and execution plans.
• Manage client expectations throughout the lifecycle, addressing risks or issues proactively.
• Provide regular updates on service performance, program status, and outcomes.
• Identify opportunities for service improvement, expansion, or additional value delivery.
• Coordinate cross-functional teams (engineering, service desk, sales) to ensure seamless delivery.
• Align internal teams to customer requirements, service levels, and delivery commitments.
• Monitor resource utilization and identify potential delivery gaps or constraints.
• Support change management processes, including scope changes and client approvals.
• Continuous Improvement & Insights:
• Gather customer feedback and translate insights into improvements across services and delivery processes.
• Optimize workflows, documentation, and delivery playbooks to improve efficiency and consistency.
• Contribute to standardization of PMO and service delivery practices.

Required Qualifications

• 2-3 years of experience in Project Management, Program Coordination, Account Management, or Customer Success roles.
• Basic understanding of project management fundamentals (planning, scheduling, risk, scope, reporting).
• Strong communication skills with the ability to interact with internal teams and client stakeholders.
• Strong organizational skills with attention to detail.
• Demonstrated problem-solving ability and customer-first mindset.

Preferred Qualifications

• Experience in a PMO, Managed Services, or technology services environment.
• Exposure to client-facing roles such as account management, customer success, or technical account management.
• Familiarity with project management tools, CRM systems, or service delivery platforms.
• Project management certification (CAPM or equivalent) is a plus.
• Experience coordinating cross-functional teams or working in delivery environments.