Managed Services Program Manager in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Managed Services Program Manager based in United States.

The Managed Services Program Manager will lead strategic customer programs and serve as the primary operational point of accountability for service delivery outcomes.
You will build trusted relationships with enterprise customers, including executive stakeholders and operational leaders, while ensuring commitments are consistently met.
The role coordinates cross-functional teams across service delivery, engineering, security, support, sales, finance, and project management.
You will oversee governance, risk management, escalations, service performance, and continuous improvement initiatives across assigned accounts.
A key focus will be translating customer concerns into structured internal action and ensuring complex issues are resolved effectively.
You will also lead executive business reviews and communicate service performance, risks, priorities, and improvement plans to senior stakeholders.
This is an influential, customer-facing leadership role suited to a strong program manager who can drive outcomes through collaboration rather than direct authority.

• Serve as the primary operational interface and central point of accountability for assigned strategic managed services customer programs, ensuring coordinated and reliable service delivery across supporting teams.
• Build and maintain trusted relationships with customer executives, operational stakeholders, and business partners while acting as a solutions-oriented advisor who understands priorities and anticipates concerns.
• Coordinate cross-functional activities across service delivery, engineering, security, project management, support, sales, finance, and other teams to align execution with customer objectives and contractual commitments.
• Maintain governance processes, service review cadences, escalation protocols, operational commitments, and accountability for key actions, decisions, dependencies, and risks.
• Proactively identify service delivery, operational, and customer satisfaction risks; develop mitigation plans and ensure corrective actions are executed effectively.
• Lead customer escalations from intake and triage through stakeholder coordination, customer communication, resolution oversight, root-cause analysis, and preventative action.
• Balance customer expectations with internal delivery realities while maintaining strong relationships and clear communication during complex or high-pressure situations.
• Drive continuous improvement by identifying recurring service issues, process gaps, and opportunities to strengthen service quality and the overall customer experience.
• Plan, prepare, coordinate, and facilitate monthly, quarterly, and annual business reviews, ensuring presentations accurately reflect performance, priorities, accomplishments, risks, open actions, and improvement initiatives.
• Translate complex operational and technical topics into concise, executive-ready communications that enable informed decision-making.
• Maintain regular communication with internal leadership and commercial, engineering, service delivery, and finance stakeholders regarding material customer issues, strategic priorities, risks, and initiatives.

• Bachelor’s degree in a related field or an equivalent combination of education and experience.
• 7+ years of experience in program management, managed services, IT outsourcing, customer success, service delivery, client operations, or another customer-facing leadership environment.
• Demonstrated success managing complex enterprise customer relationships in high-touch environments.
• Strong program management capabilities, including governance, issue tracking, stakeholder coordination, risk management, action tracking, and accountability.
• Exceptional written and verbal communication skills, with the ability to engage effectively with customer executives, operational leaders, engineers, sales teams, finance stakeholders, and internal leadership.
• Proven ability to manage escalations, navigate emotionally charged situations, resolve conflict, and turn customer concerns into structured, productive action.
• Strong judgment, executive presence, business acumen, and the ability to influence outcomes without direct authority in a matrixed organization.
• Ability to understand technical concepts sufficiently to coordinate the right technical resources and communicate effectively without being the technical owner.
• Experience supporting large enterprise or strategic managed services accounts.
• Familiarity with ITIL-based service management practices, including incident, problem, change, and service review processes.
• Background in managed services, infrastructure, cloud, cybersecurity, networking, data center operations, or outsourced IT environments is valuable.
• Experience facilitating executive business reviews, service governance forums, and customer escalation meetings.
• PMP, ITIL, or a comparable program or service management certification is preferred.
• Strong problem-solving, relationship-building, organizational, and stakeholder management skills are essential for success.

• Annual salary range of $99,353–$134,000, depending on qualifications, experience, and other applicable factors.
• Full-time employment with a remote/virtual work environment.
• Benefits package designed to support employee health, well-being, and financial security.
• Access to healthcare and wellness benefits, subject to applicable plan eligibility.
• Opportunities to work with strategic enterprise customers and cross-functional technology teams.
• A leadership role focused on customer relationships, service delivery, governance, and business impact.
• Equal opportunity and inclusive workplace practices.
• Reasonable accommodations available for qualified individuals with disabilities.