Senior Program Manager - W2 Only

Position Overview

Remote Work, W2 basis.

Position Responsibilities

• Align disparate initiatives into a single execution model.
• Strong escalation management and decision facilitation.
• Incident & Problem Management Domain Expertise:
• Understanding of Incident lifecycle (triage, response, closure, PIR).
• Problem management (RCA, corrective actions, governance).
• Familiarity with Incident Management operating models, Severity models, SLAs, and response structures.
• Operational Excellence & Metrics Focus:
• MTTR reduction strategies.
• TTN / communications SLAs.
• KPI/OKR tracking and reporting.
• Ability to translate metrics into execution actions and accountability.
• Governance, Risk, and Control Discipline:
• Building program governance frameworks (RAIDD, SteerCo, reporting).
• Structured decision-making and approvals.
• Enforce process standardization and accountability across workstreams.
• Cross-Functional Stakeholder Management (Executive Level):
• Managing senior leaders (SVP/VP level), technical teams (SRE, engineering), and client-facing organizations.
• Proven ability to communicate effectively with executives.
• Complex Systems & Tooling Awareness:
• Familiarity with ServiceNow / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns.
• Understanding dependencies across platforms and workflows.

Required Skills

• 5+ years of experience in program management.
• Strong stakeholder management skills, particularly at executive levels.
• Domain expertise in incident and problem management.
• Experience with ServiceNow and ITSM ecosystems.
• Effective cross-functional collaboration and communication.