IT Program Manager

Description: Overview

This position will be the primary representative responsible for the success and satisfaction of Client Managed Services Programs. The Managed Services Program Manager will lead appointed client program management team members (direct or indirect reports) in developing and implementing processes and procedures with the intention of improving the Managed Services departments performance. The Program Manager - Managed Services will be responsible for adherence and compliance with established reporting and Program Management processes to ensure consistent and successful on-boarding and maintenance of MSP Clients and Accounts.

The scope of responsibility of this role could include one or multiple clients and is applicable for the life cycle of an MSP customer, start with on-boarding and implementation, through customer retention and satisfaction. The Managed Services Program Manager will serve as the single point of contact for client Managed services team as it applies to assigned programs.

Major Areas of Responsibilities

The Managed Services Program manager will function to meet all role and responsibilities defined for a Program Manager and in addition will be responsible for developing processes and procedures that serve to continuously improve Managed Services Program performance, ensuring adherence and compliance with established reporting and processes.

Typical duties include, but are not limited to:

• Governance

• Ensures Vector Management is in sync with client by providing timely and accurate information

• regarding contract requirements and changes or other items that may impact Revenues or

• Services.

• Fulfill the Business Relationship Management role (BRM) - Maintain relationship, Identify Service

• requirements, Customer Satisfaction evaluation, handle and monitor customer complaints.

• Document and report on these activities.

• Fulfill the Service Delivery Manager Role for the specified customer or customers - Knowledge

• management, CSI efforts, SLA monitoring and management as defined by SLM.

• Contract & Opportunity Management

• Assists Sales team with renewals, responses to RFI, RFP and unsolicited bids to clients.

• Responsible for supporting sales activities.

• Change Management:

• Escalation Management

• Serves as escalation for client related issues.

• Works with Customer Technical Contact to coordinate and manage escalation/issue resolution

• efforts.

• Ensures Managed Services leaders are informed of critical escalation issues.

• Financial Management

• P&L Order to revenue management

• Cost management support with Vector Management

• Provides input into demand forecasting support for planning purposes.

• Ensures adherence to contract, proper billing, and revenue assurance.

• Continual Service Improvement

• Works closely with Managed Services Director and others to identify Continual Service

• Improvement opportunities.

• Service Level Management

• Provides real-time oversight of client service level attainment.

• Responsible for analyzing reports for the purpose of measuring performance.

• Reports on and ensures performance and accuracy of SLAs and key performance metrics.

• Account Administration

• Performs duties that are clerical in nature (e.g. meeting coordination, T&M support)

Required Qualifications

• 5 - 7 years industry experience in support of MSP

• Ability to produce and maintain documentation using a variety of tools (i.e. Microsoft Word, Microsoft Visio, Microsoft Excel, Microsoft SharePoint, etc.)

• Ability to travel up to 10%, if needed.

Preferred Qualifications

• PGMP Certification preferred.

• Certification and/or experience working in an ITIL or IT Service Management environment preferred.

• General technical acumen regarding server and networking

Skills

Program management, Project management, msp, microsoft, itil service management, ITIL, PGMP

Top Skills Details

Program management, Project management, msp, microsoft

Additional Skills & Qualifications:

3 days onsite (M/W/F) / 2 days remote

possible travel to client sites

Experience Level

Experienced Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.