Program Manager

Requisition Number: 99097 

Location: Calgary or Edmonton, Alberta (This is a hybrid opportunity)

Position Summary:

The client-facing Program Manager oversees a portfolio of consulting service engagements and multi-year managed services contracts that are designed to meet the needs of our customers and drive business outcomes.

Leads the managerial and strategic components of program governance. Responsible for the overall strategic program planning including budget, structure, schedule, and planning staffing requirements with a major emphasis on client’s business needs. Manage customer requirements while ensuring good practices in standard methodologies and processes to deliver an integrated solution. Driven by the business vision, executes leadership, manages risk, prioritizes, and interfaces with all areas of service delivery to make informed decisions at the program level.

The ideal candidate will be client centric and adept at managing multiple client projects, ensuring the highest levels of customer satisfaction, and driving successful outcomes. 

General Duties and Responsibilities:

• Serve as the primary point of contact for clients, maintaining and strengthening client relationships. 
• Builds and maintains relationships within the account at executive levels.
• Develop and execute program strategies, plans, and schedules in collaboration with clients and internal teams. 
• Responsible for the principal leadership of the team in terms of work assignment, timely completion of work, and utilization of team members to accomplish customer expectations.
• Develops and determines priorities and monitors and reports on the status of assigned programs on an ongoing basis.
• Manage the end-to-end delivery of service engagements and multi-year managed services contracts, from initiation to closure, ensuring alignment with client objectives.
• Coordinate with cross-functional teams to ensure resources are allocated effectively and deliverables meet quality standards. 
• Works with subject matter experts to develop statements of work to define deliverables. Develops proposals to include scope, methodology, staffing, and pricing.
• Defines programs to ensure proposed solutions will best satisfy the customer needs and requirements. Capitalizes on business development opportunities.
• Utilizes and implements standard tracking and reporting methods and procedures to report status of assigned program forecasts, labor, and financial resources.
• Facilitate regular status meetings with clients and stakeholders to review progress and address concerns. 
• Drive continuous improvement initiatives to enhance service delivery and client satisfaction. 
• Identify opportunities for program expansion and growth within client organizations. 

Financial Performance:

• Accountable for overall account performance, including:
  • Achievement of Customer Satisfaction goals.
  • Attainment of SLA targets.
  • Achievement of Gross Margin targets.
  • Increased YoY efficiencies in operations.
• Ensure that the program operates within the approved budget.
• Monitor and approve all budgeted program expenditures.
• Manage all project funds according to established accounting policies and procedures.
• Provide required information to have invoices generated and submitted according to the established timelines.

Qualifications: 

• Bachelor’s degree in relevant field 
• Minimum of 5-10 years of experience in client-facing project and program management, with at least two years managing a portfolio of engagements at one customer or across multiple customers. 
• PMP certified, with preference given to PgMP certification.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients, stakeholders, and internal teams. 
• Ability to work in a fast-paced environment and manage multiple priorities. 
• Experience in specific technology areas, including networking, storage, infrastructure lifecycle services and enterprise systems. 
• Proficiency in Microsoft tools, including, but not limited to, Office, Project, Project Server, and SharePoint.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.