Program Manager - Managed Services

JOB FUNCTION/PURPOSE:

The Managed Services Program Manager is responsible for the strategic planning, execution, and operational oversight of managed services engagements across multiple clients or internal business units. This role ensures delivery excellence by aligning client objectives with service capabilities, managing service-level agreements (SLAs), and driving continuous improvement initiatives. The Program Manager acts as the primary liaison between clients, internal delivery teams, and executive stakeholders, ensuring seamless coordination, strong governance, and high customer satisfaction. The salary range for this role is between $75,000.00 USD and $90,000.00 USD, commensurate on relevant job experience, education, and other factors.

The Program Manager oversees the entire service lifecycle from onboarding and transition through steady-state operations and optimization while ensuring contractual compliance, financial performance, and risk mitigation. A key function of the role is to lead cross-functional teams, manage multi-tiered service models, and deliver scalable, cost-effective solutions aligned with business and technology goals.

This role is expected to maintain clear, proactive, and consistent communication with all internal and external stakeholders. This role is empowered to make critical decisions related to assigned projects and must demonstrate the ability to anticipate potential issues, gather relevant information, and effectively plan, organize, and coordinate activities to ensure the successful execution of project deliverables and service agreements.

A key aspect of this role involves building and maintaining strong, professional relationships with clients by understanding their unique operational requirements, adhering to facility-specific protocols, and aligning services with their perceived and actual needs. The Program Manager must operate with a high degree of professionalism and adaptability, fostering trust and collaboration. Delivering exceptional customer satisfaction is a core responsibility of this position and is essential to long-term client success and partnership. This position plays a critical role in driving innovation, client value, and operational maturity within the managed services portfolio.

Key Accountabilities

• Manage and oversee all assigned managed service agreements, ensuring fulfillment of contractual obligations.
• Develop and maintain comprehensive program and project plans, including schedules, budgets, goals, and resource requirements.
• Create and implement communication plans to ensure timely and effective sharing of information with internal teams and external clients.
• Adhere to company processes and standards to maintain the quality and timely delivery of all services and deliverables.
• Provide regular updates to stakeholders on program progress, key milestones, and performance outcomes.
• Assemble and coordinate cross-functional teams, assigning roles and responsibilities to support successful project execution.
• Collaborate closely with service, operations, and support departments to ensure alignment and compliance with established procedures.
• Prepare and manage requests for proposals (RFPs), facilitating vendor/product selection as needed.
• Review and approve managed services invoices and track budgetary spending for your assigned region.
• Monitor the usage of pre-purchased hours under managed services agreements, ensuring accurate tracking and reporting.
• Ensure all contractual deliverables are met and facilitate contract close-out procedures.
• Identify program risks and issues, implementing timely corrective actions to ensure program continuity and success.
• Analyze project data to derive metrics for renewals, future budgeting, and continuous service improvement
• Design, launch, and training a new initiative to be aimed at selling clinical services, ensuring alignment with organizational objectives across each region.

Communication Responsibilities

• Serve as the primary point of contact for all managed services clients, ensuring clear and responsive communication.
• Effectively disseminate program-related information to both internal teams and clients in a timely and professional manner.
• Facilitate regular internal and client-facing meetings, including quarterly business reviews to assess service delivery, response times, and remaining hours.
• Escalate and resolve issues proactively while maintaining professionalism and client trust.
• Foster a culture of transparency, continuous improvement, and collaboration through structured communications and feedback loops.
• Communicate complex or sensitive information with tact and discretion.

Team Collaboration

• Promote a collaborative team environment by recognizing and appreciating team contributions.
• Maximize individual and team potential through effective delegation and utilization of skills.
• Motivate cross-functional teams to work efficiently and align efforts with program goals.
• Work closely with the service department and small projects team to ensure milestones and deadlines are achieved.

Job Qualifications

• 3-5 years of experience in project or program management, with a strong understanding of customer-facing service delivery.
• Experience or familiarity with healthcare technology solutions such as Nurse Call, Security, and AV systems is highly preferred.
• Strong analytical, organizational, and problem-solving skills with attention to detail.
• Proficiency in reading and interpreting business documents, reports, and technical specifications.
• Excellent written and verbal communication skills, including the ability to develop reports, business correspondence, and manuals.
• Comfortable presenting to and engaging with clients, internal leadership, and cross-functional teams.
• Proficient in basic financial calculations (e.g., discounts, commissions, percentages, and invoicing).
• Capable of interpreting and executing instructions provided in various formats (written, oral, diagram).
• Customer-focused mindset with a strong ability to build and maintain professional relationships.
• Willingness to participate in ongoing professional development, including company-provided and self-initiated training.

Education / Experience

• Bachelors degree in business management, Project Management, or a related field is preferred (equivalent work experience and on-the-job training may be considered in lieu of formal education.)
• Background in clinical environments, such as nursing, informatics, allied health, or healthcare administration is highly desirable, as it enables a deeper understanding of clinical workflows, patient care priorities, and the operational challenges faced by healthcare providers

Work Environment

• Standard business hours: Monday to Friday, 7:30 AM 4:30 PM, with flexibility for additional hours as needed based on workload.
• Meetings and travel may be outside of standard business hours
• Travel as necessary- Vehicle or air travel
• This position may involve occasional exposure to mechanical environments and varying weather conditions (e.g., heat, cold) while on-site.
• Reasonable accommodations will be provided as necessary to enable individuals with disabilities to perform essential job functions.

Essential Functions

• Perform physical activities that may include prolonged periods of sitting, standing, bending, stooping, and stretching as required by the role.
• Utilize manual dexterity and hand-eye coordination for tasks such as data entry, computer use, and equipment handling.
• Read and interpret construction blueprints and technical documentation with a high level of accuracy.
• Occasionally lift and carry materials or equipment weighing up to 30 pounds.
• Maintain a valid drivers license and reliable transportation to travel to customer sites and job locations as needed.
• Pass and maintain a clear background check to meet customer jobsite badging and security requirements.
• Comply with all vaccination and health screening protocols as required by customer sites, including but not limited to immunizations, TB tests, and COVID-19 screening.
• Adhere to company policies regarding drug and alcohol testing, maintaining a clear status per regulatory and contractual obligations.

Travel approximately 20-40% of the time, based on project requirements and customer locations.

This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

An Equal Opportunity Employer

We do not discriminate on basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.