Scope
- Program Manager is responsible for leading and governing multiple complex engagements within the Surround Support portfolio. This role will be responsible for driving end-to-end program execution, stakeholder alignment, and delivery excellence across multiple customer accounts and cross-functional teams.
- The Program Manager acts as a strategic interface between customers, delivery teams, and leadership, ensuring high-quality service delivery, proactive risk management, and continuous improvement across all engagements.
What Will You Do
- Lead and manage multiple concurrent programs/projects across Surround Support engagements
- Establish robust governance frameworks including cadence calls, reporting, and risk management
- Act as the primary interface for senior customer stakeholders, Account Leads, and internal leadership
- Build strong relationships across Product Development (PD), Platform Engineering (PE), and Support teams
- Provide executive-level updates, EBR/QBR inputs, and program status reports
- Oversee program planning, resource allocation, and capacity management
- Ensure alignment across multiple workstreams, dependencies, and delivery milestones
- Track and manage risks, issues, mitigation plans, and escalations
- Drive initiatives to improve operational efficiency, automation, and process maturity
- Promote best practices in incident management, batch monitoring, and service delivery
- Identify opportunities for optimization, cost efficiency, and value realization
What We Are Looking At
- 15+ years of experience in IT services, support, or program management roles and AI
- Proven track record of managing large-scale, multi-project programs
- Experience in customer-facing roles with enterprise clients
- Certifications preferred: PMP / PgMP / PRINCE2
- Bachelor’s degree required; Master’s degree preferred
- Strong expertise in programming methodologies (Agile, Waterfall, Hybrid)
- Proven ability to manage large, complex, multi-customer programs
- Excellent stakeholder management and executive communication skills
- Strong analytical and problem-solving capabilities
- Ability to operate effectively in a 24x7 global delivery model
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
