Program Manager - Managed Services

Job Function/Purpose:

The role of the Program Manager (PM) is to plan, execute, and finalize service and software maintenance projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members with the service and operations departments. It will also involve coordination of third-party contractors or consultants to deliver projects according to plan. The PM will also define the projects objectives and oversee quality control throughout its life cycle. 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 PM will ensure the effective alignment, integration, and control of all projects within key client accounts as assigned. The PM will apply program management principles to ensure all components of the program are appropriately delivered. The core elements of this role are organizing resources and seeing the program/projects through from origin to completion, possessing ultimate responsibility for meeting business and client needs and ensuring our customers needs are being met. The role of PM will require an interactive relationship with Project Management, Service as well as other departments within the company. Projects will originate in any of the Beacon offices and will require in-person meetings as needed.

The PM is expected to maintain a high level of communications with all parties and is authorized to make critical decisions on assigned projects, anticipating and understanding potential issues to appropriately arm themselves with the necessary information to prepare, organize, plan, and coordinate activities so agreements can be successfully executed. This role must establish rapport with the customers, work within the customers facility specific requirements and fulfill the customers perceived needs while maintaining a positive, professional working relationship. Customer Satisfaction is of the utmost importance in this role.

Key Accountabilities:

• Manage and organize all assigned agreements.
• Develop program and project plans, schedules, goals, and budgets; identify resources needed for success.

• Develop communication plans to relay important information in a timely manner to the correct parties both internally and externally.
• Follow all processes and procedures in accordance with the company standards to ensure that a quality product is maintained and delivered within the predetermined time and cost.
• Facilitate regular communication and reporting to stakeholders, providing updates on program status, milestones, and outcomes
• Assemble and coordinate the project team and assign individual responsibilities to team members.
• Work closely with all departments to ensure all procedures are being properly followed facilitating timely progress.
• Prepare requests for proposals and conduct all necessary meetings to facilitate selection of services and products.
• Prepare or review all managed services invoices related to your region.
• Track usage of pre-purchased hours on managed agreements.
• Deliver all contractual requirements and close out contracts.

• Monitor and track program progress, identifying risks and issues, and implementing corrective actions as needed.

• Analyze project completion data to derive metrics on renewals for budgeting purposes.

Communication

• Effectively communicate relevant program-related information to the company or customer in a timely manner.

• Serve as the central hub of communication within the program both internally and externally.

• Foster a culture of continuous improvement by promoting best practices, knowledge sharing, and innovation in data management and analytics.

• Resolve and/or escalate issues in a timely fashion.

• Communicate difficult/sensitive information tactfully.

• Conduct Quarterly reviews with customers to assess overall service calls, response times and available pre-purchased hours.

• Serve as first point of contact for all managed services customers.

• Facilitate team meetings effectively.

Teamwork

• Consistently acknowledge and convey appreciations of each team member's contributions.

• Effectively utilize each team member to their fullest potential.

• Motivate the team to work together in the most efficient manner possible.

• Work directly with service department and small projects team to ensure deadlines are met.

Job Qualifications:

• Experience with project/program management and a willingness to interface with customers as well as internal team members. Familiarity with Nurse Call, Security and AV solutions. 3-5 years of experience in Project or Program Management.
• Continually develop and upgrade a diverse skills portfolio, with a focus on technical specialties, projects, and business operations.

• Ability to read, analyze, and interpret general business periodicals.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and invoices.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Must have customer oriented interpersonal skills.
• Be willing to attend training sessions provided by the company.
• Be willing to continually improve personal and professional skills by taking on-line and in-person training.

Education/Experience:

• Bachelors degree in management or industry related field.
  • On the job experience and training may substitute as equivalent.

Work Environment:

Essential Functions:

1. Requires prolonged sitting, standing, some bending, stooping, and stretching. Requires manual dexterity and eye-hand coordination for data input.
2. Ability to read and understand construction blueprints.
3. Occasionally lifts and carries items weighing up to 30 pounds.
4. Must maintain a valid drivers license.
5. Must maintain a clear background check in order to satisfy customer jobsite badging requirements.
6. Must be willing to submit to all vaccinations and screening tests required for customer jobsite badging protocol.
7. Maintain a clear drug and alcohol screening protocol.
8. 40-50 %travel requirement, as needed.
9. Position requires in-office collaboration. Candidate is located in the Denver Metro Area.

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.