Program Manager - Services Architecture & Automation - KQ113_1-5953

Program Manager

The Program Manager plays a key role in bridging business units and development teams to ensure successful delivery of digital products and services. This role supports agile sprint planning, backlog prioritization, and cross-functional collaboration to drive innovation and client satisfaction in a fast-paced MSP environment.

Essential Duties and Responsibilities :

• Collaborates with business stakeholders, Sr. Services Automation & ITIL excellence Manager, Services Lifecycle and Transformation Director to gather and refine product requirements.
• Works closely with application developers to define and prioritize two-week sprint goals.
• Maintains and grooms the product backlog, ensuring alignment with business objectives.
• Facilitates sprint planning, stand-ups, and retrospectives.
• Supports the creation of user stories, acceptance criteria, and test cases.
• Assists in analyzing product performance and customer feedback to inform future development.
• Ensures documentation and knowledge transfer for new features and releases.
• Coordinates with service delivery and support teams to ensure smooth handoff and operational readiness.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities :

This job has no supervisory responsibilities.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience / Technical Requirements / Certifications :

Equivalent combination accepted.

Education :

Bachelor's degree in a related field (IT, Computer Science, Business Administration, etc)

Experience / Technical Requirements :

5+ years of experience in an MSP or IT Infrastructure Services delivery organization or related field.

Strong understanding of IT service management (ITSM) and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask, or similar).

Familiarity with Agile / Scrum methodologies and Ideation tools (e.g., Jira, Azure DevOps, ServiceNow Ideation).

Ability to manage multiple priorities and work with cross-functional teams.

Experience in a technology MSP or service delivery environment is a plus.

Strong communication and interpersonal abilities.

Certifications (Preferred) :

Certified Scrum Product Owner (CSPO)

Agile or Scrum certification (e.g., PMI-ACP, SAFe)

ITIL Foundation (for service alignment)

PMP Certification

Other Skills and Abilities :

ITIL Foundation Certification or equivalent knowledge of IT service management principles.

Exposure to NOC, SOC, or MSP environments.

Experience with scheduling, resource coordination, and workforce scheduling tools.

Knowledge of common MSP tools (RMM, PSA, documentation platforms).

Proficiency in Excel, Power BI, or similar reporting tools.

Physical Demands :

The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and / or move up to 10 pounds.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status.