Program Manager

Overview

The Program Manager is the primary VectorUSA representative responsible for the success and satisfaction of assigned Client Managed Services Programs. This role may support one or multiple clients throughout the MSP customer life cycle, from onboarding and implementation through ongoing service delivery, customer retention, and satisfaction. The Program Manager serves as the single point of contact for the VectorUSA Managed Services team for assigned programs and leads appointed program management team members, whether direct or indirect reports.

The role is responsible for adherence to established VectorUSA reporting and Program Management processes and for developing and implementing processes and procedures that improve Managed Services performance, support consistent client onboarding and account maintenance, and promote continual service improvement.

Key Responsibilities

• Program Governance and Client Management: Provide timely and accurate information to VectorUSA management regarding contract requirements, changes, and other matters that may affect revenue or services. Maintain client relationships, identify service requirements, evaluate customer satisfaction, monitor complaints, and document and report these activities.
• Service Delivery Management: Fulfill the Service Delivery Manager role for assigned customers, including knowledge management, continual service improvement efforts, and service-level monitoring and management.
• Contract and Opportunity Management: Assist the Sales team with renewals, responses to RFIs and RFPs, unsolicited client bids, and other sales-support activities.
• Change and Escalation Management: Support change management activities and serve as an escalation point for client-related issues. Coordinate issue resolution with the customer technical contact and ensure Managed Services leaders are informed of critical escalations.
• Financial Management: Support P&L and order-to-revenue management, cost management with VectorUSA management, demand forecasting for planning, contract adherence, proper billing, and revenue assurance.
• Continual Service Improvement: Work closely with the Managed Services Director and others to identify opportunities to improve Managed Services Program performance.
• Service Level Management: Provide real-time oversight of client service-level attainment, analyze performance reports, and report on the performance and accuracy of SLAs and key performance metrics.
• Account Administration: Coordinate meetings, support time-and-materials activities, maintain required program documentation, and complete related administrative duties.

Qualifications and Skills

• Experience: 5 - 7 years of industry experience supporting a Managed Service Provider (MSP) environment.
• Documentation and Tools: Ability to produce and maintain documentation using Microsoft Word, Microsoft Visio, Microsoft Excel, Microsoft SharePoint, and similar tools.
• Technical Knowledge: General technical acumen regarding servers and networking.
• Certifications: PgMP certification is preferred. Certification or experience in an ITIL or IT Service Management environment is preferred.
• Travel: Ability to travel up to 10%, if needed.

Soft Skills

• Strong client relationship and customer-service skills.
• Clear verbal and written communication skills, including timely and accurate reporting.
• Leadership and coordination skills for managing direct and indirect program team members.
• Analytical skills for reviewing service performance, SLAs, key metrics, financial information, and customer satisfaction.
• Problem-solving and escalation-management skills.
• Ability to organize priorities and coordinate activities across clients, Sales, technical teams, and Managed Services leadership.

Work Environment

The role supports one or multiple Managed Services clients throughout the customer life cycle and requires ongoing coordination with clients, Sales, technical contacts, program team members, VectorUSA management, and Managed Services leadership. The position requires the ability to travel up to 10%, if needed.