Program Manager (162711)

Building strong relationships with business stakeholders and ensuring technology services effectively support operational and business objectives.

Ensuring operational activities are planned, prioritized, and delivered with a focus on service quality, reliability, efficiency, and customer satisfaction.

Providing leadership in the adoption, governance, and operation of current and emerging technologies that support organizational goals.

Collaborating with architecture, project delivery, cybersecurity, infrastructure, data, and business teams to ensure technology solutions align with enterprise objectives.

Ensuring deliverables of direct report positions are aligned, integrated, and measured using appropriate performance metrics.

Creating and maintaining high-performing teams through employee development, coaching, engagement, succession planning, and retention initiatives.

Establishing clear goals and accountability frameworks to drive team performance and service excellence.

Ensuring the delivery of optimal operational results against established performance measures, including:

Incident response and resolution

Service request fulfillment

System availability and reliability

Customer satisfaction

Operational efficiency

Compliance and risk management

Developing, implementing, and continuously improving operational processes, procedures, and standards to ensure compliance with organizational policies and regulatory requirements.

Monitoring operational trends, identifying opportunities for improvement, and implementing effective solutions.

Managing operational risks and ensuring appropriate controls are in place to maintain business continuity and service availability.

Ensuring resources and workload are appropriately planned and managed to meet business requirements and operational commitments.

Supporting operational and project initiatives by providing leadership, subject matter expertise, and resource planning.

Overseeing vendor and contractor relationships to ensure service commitments and business expectations are achieved.

Leading problem management and root cause analysis activities to prevent recurring issues and improve service performance.

Ensuring customer issues and concerns are resolved promptly and professionally to foster positive stakeholder relationships.

Promoting a culture of safety, accountability, collaboration, innovation, and continuous improvement.