Program Manager - ITSM (SECRET clearance required)

Program Manager - ITSM

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles :

Collaboration You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.

Creativity You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.

Empathy You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.

Integrity You willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely.

Judgment You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.

Purpose You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.

Resilience You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.

Selflessness You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

We are seeking a seasoned Program Manager - ITSM to lead the delivery of managed services for a high-profile client. This pivotal role ensures operational excellence, exceptional customer satisfaction, and strategic alignment with the client's business objectives. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow. Key responsibilities include :

Service Delivery Management

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

Client Relationship Management

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

Team Leadership & Development

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

Operational Excellence

Drive continuous improvement through ITIL-aligned best practices

Maintain SOPs and ensure regulatory compliance

Champion quality and operational efficiency across service functions

Project Management

Manage service-related projects from initiation to completion

Oversee resources, timelines, and risk mitigation strategies

Ensure successful delivery of project milestones and outcomes

Financial Management

Oversee service delivery budgets and financial performance

Identify cost-saving opportunities without compromising service quality

Maintain fiscal discipline and accountability

Stakeholder Coordination

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

Reporting & Analytics

Deliver performance insights to senior leadership and clients

Leverage ServiceNow dashboards for data-driven decision-making

Track key metrics and identify areas for improvement

Qualifications

Education

Bachelor's degree in Information Technology, Business Administration, or related field

Master's degree preferred

Experience

10+ years in technical environments with a focus on service excellence

57 years in leadership roles within managed services delivery

Proven success managing large-scale client engagements

Demonstrated ability in business development and portfolio expansion

Extensive hands-on experience with ServiceNow and ITSM

Skills

Deep understanding of ITIL frameworks; ITIL certification preferred

Strong leadership and team-building capabilities

Excellent communication and client relationship skills

Advanced analytical and problem-solving abilities

Expertise in strategic planning and proposal development

Proficiency in project management methodologies and tools

Solid budgeting and financial oversight experience

Active Secret Security Clearance required

Work Environment

Daily onsite presence required at client location near Lexington, MA

Occasional travel for meetings and site visits

Flexibility to support urgent client needs outside regular hours

Basic Qualifications :

U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits, and an exceptional work environment.