Program Manager IT Managed Solutions (Client-Facing)

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.