Apply on Employer Site

Red River · 4 months ago

Program Manager - ITSM (SECRET clearance required)

Lexington, MA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Red River Managed Services is a company that values collaboration and innovation in delivering exceptional client solutions. They are seeking a seasoned Program Manager - ITSM to lead managed services for a high-profile client, ensuring operational excellence and strategic alignment with client objectives.

Information TechnologyInfrastructureSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Oversee end-to-end delivery of managed services with a focus on quality and efficiency

Ensure adherence to SLAs, KPIs, and contractual obligations

Proactively monitor performance and resolve escalations

Apply ITIL principles across Incident, Problem, Change, and Request Management

Utilize ServiceNow for ITSM operations, reporting, and analytics

Act as the primary liaison for the client, fostering trust and transparency

Lead regular service reviews and strategic planning sessions

Align service delivery with evolving client goals and expectations

Lead, mentor, and inspire a team of service delivery professionals

Conduct performance evaluations and support career development

Identify training needs and promote ITIL certification pathways

Drive continuous improvement through ITIL-aligned best practices

Maintain SOPs and ensure regulatory compliance

Champion quality and operational efficiency across service functions

Manage service-related projects from initiation to completion

Oversee resources, timelines, and risk mitigation strategies

Ensure successful delivery of project milestones and outcomes

Oversee service delivery budgets and financial performance

Identify cost-saving opportunities without compromising service quality

Maintain fiscal discipline and accountability

Collaborate cross-functionally with IT, HR, Finance, and other departments

Manage third-party vendor relationships and service integration

Ensure alignment and transparency across all stakeholders

Deliver performance insights to senior leadership and clients

Leverage ServiceNow dashboards for data-driven decision-making

Track key metrics and identify areas for improvement

Qualification

IT Service ManagementITIL best practicesServiceNowClient relationship managementAnalytical skillsLeadershipProject managementTeam-buildingBudgetingStrategic planningActive Secret Security ClearanceCommunication skillsProblem-solving