Role Summary
We are seeking a Program Manager – IT Managed Solutions with 10+ years of experience managing client-facing IT Infrastructure and Managed Services engagements. The ideal candidate will have experience delivering complex programs across Cybersecurity, AMS, EUS, Cloud, Digital Workplace, and IT Infrastructure for enterprise and mid-market clients.
The role requires strong expertise in program delivery, client management, pre-sales/RFP support, solutioning, governance, commercial coordination, risk management, and cross-functional leadership, with a focus on customer satisfaction and business growth.
Core Competencies
- Program & Project Management (IT Infrastructure)
- Client & Stakeholder Management
- Pre-Sales, RFI/RFP/RFQ & Solution Support
- Project Planning, Scope & Change Management
- Risk, Issue & Dependency Management
- Resource, Budget & Timeline Management
- Governance, Reporting & Escalation Management
- Commercial & Account Coordination
- Service Quality & Delivery Assurance
- Renewal & Business Expansion Support
Key Responsibilities
Program & Client Delivery
- Lead end-to-end delivery of client-facing IT Managed Services programs from initiation to closure.
- Develop project plans, schedules, resource plans, trackers, and governance mechanisms.
- Ensure delivery meets agreed scope, timelines, budgets, SLAs, KPIs, and quality standards.
- Coordinate cross-functional teams across infrastructure, cybersecurity, applications, operations, and engineering.
- Act as a key client contact, managing relationships, reviews, escalations, and executive communications.
Pre-Sales & Solutioning
- Participate in RFI/RFP/RFQ activities, requirement analysis, solution discussions, scope definition, estimation, and proposal development.
- Engage with clients on technical and solutioning discussions alongside Sales, Solution Architects, SMEs, and Delivery teams.
- Support solution design, delivery models, commercials, transition planning, client presentations, and proposal defense.
- Ensure smooth transition from pre-sales to delivery.
Governance & Commercial Management
- Drive effective governance through daily/weekly/monthly reviews, dashboards, RAID logs, action trackers, and executive reporting.
- Manage scope, change requests, risks, issues, dependencies, and critical escalations.
- Track budgets, resource utilization, financials, and commercial commitments with Account and Finance teams.
- Ensure documentation, compliance, quality, and reporting standards are maintained.
Business Growth
- Identify opportunities for renewals, upselling, cross-selling, service improvement, and account expansion.
- Partner with Sales and Account teams on account planning, customer presentations, solution proposals, and growth initiatives.
- Contribute to customer retention, satisfaction, and long-term account value.
Preferred Qualifications & Experience
- Bachelor's degree in engineering, Computer Science, IT, or a related discipline.
- 10+ years of experience in IT Program/Project Management, Managed Services, Infrastructure, or Technology Services.
- Strong experience in client-facing enterprise IT programs and managed services.
- Exposure to Cybersecurity, AMS, EUS, Cloud, Infrastructure, Digital Workplace, or IT Operations.
- Strong understanding of ITIL / IT Service Management.
- Experience in RFI/RFP/RFQ, pre-sales, solutioning, and technical client discussions.
- Strong commercial awareness and understanding of project financials and contractual commitments.
- PMP, PRINCE2, Agile, Scrum, or ITIL certification is an advantage.
- Excellent communication, negotiation, presentation, and executive stakeholder management skills.
