Embedded Program Manager

Northland Controls•Fremont, CA

10d•$160,000 - $170,000•Onsite

About The Position

Northland Controls is seeking an experienced Embedded Program Manager in Sunnyvale, CA. This is an exciting opportunity for a proven security industry professional who enjoys working closely with enterprise customers, leading global service programs, developing high-performing teams, and continuously improving service delivery. In this role, you will be embedded within a key enterprise customer account, serving as a trusted program partner and primary point of coordination between the customer and Northland Controls. You will lead a multidisciplinary embedded team that may include Project Managers, consultants, systems technicians, and engineers, ensuring services are delivered in accordance with program requirements and customer priorities. You will maintain regular touch points with the global team, review and verify work, provide monthly program updates, partner with customer leadership on challenges and opportunities, and lead quarterly business reviews focused on KPIs, SLAs, priorities, and continuous improvement. You will also be accountable for the performance and development of each team member and for making resource or team adjustments when delivery expectations are not being met. If you're looking for an opportunity to become deeply integrated with a global customer program, strengthen service delivery, develop talented teams, and make a measurable impact in a growing organization, we'd love to hear from you.

Requirements

Significant experience managing complex enterprise programs, embedded services, or technical service-delivery teams within the security industry or a closely related technical environment.
Proven experience working directly with enterprise customers and managing long-term customer relationships in a high-visibility, service-oriented environment.
Proven experience leading, coaching, and developing multidisciplinary teams, including direct accountability for individual performance and service delivery.
Strong experience with KPI and SLA management, executive-level program reporting, Quarterly Business Reviews, and continuous improvement initiatives.
Strong understanding of program financial management, budgeting, forecasting, accrual reporting, resource planning, workload balancing, and cost controls.
Demonstrated ability to manage multiple priorities, stakeholders, dependencies, and competing requirements within a large global customer environment.
Strong knowledge of physical security systems and services, including access control, video surveillance, and related enterprise technologies.
Experience with Lenel, Software House, or similar enterprise security platforms; relevant certifications are highly desirable.
Excellent leadership, communication, presentation, facilitation, and organizational skills, with the ability to communicate effectively with both technical teams and senior customer stakeholders.
Strong analytical and problem-solving skills with the ability to identify trends, anticipate risks, navigate changing priorities, and drive issues through resolution.
Ability to build productive, trusted relationships with customers, colleagues, suppliers, and business partners while operating effectively as both a customer-facing partner and a representative of Northland Controls.
Valid driver's license and ability to travel as required.

Nice To Haves

PMP certification or equivalent program or project management credentials preferred.

Responsibilities

Serve as the embedded program leader within a key enterprise customer account, developing a strong understanding of the customer's organization, security program, priorities, standards, operating model, and long-term objectives.
Maintain daily or regular touch points with the global embedded team to review priorities, verify work, remove blockers, and ensure services are being delivered in accordance with program requirements.
Act as the primary point of contact between the customer and Northland Controls for program-level planning, performance, communication, escalation, and issue resolution.
Partner closely with customer management on strategic focus areas, active projects, delivery improvements, program challenges, opportunities, and the ongoing evolution of the program.
Lead, mentor, and develop a multidisciplinary team that may include Project Managers, consultants, systems technicians, and engineers, fostering a collaborative and high-performing work environment.
Establish clear expectations for each team member and hold individuals accountable for performance, service quality, responsiveness, and delivery commitments.
Provide ongoing coaching, feedback, mentorship, and direction; manage performance improvement and corrective action in accordance with Northland processes, and recommend team adjustments when sustained improvement is not achieved.
Allocate and prioritize resources across projects, operational needs, and customer initiatives while balancing workloads and optimizing utilization, productivity, and coverage.
Track program performance using KPIs, SLAs, delivery milestones, workload data, and other relevant metrics; identify trends and take action when performance is at risk.
Prepare and deliver regular program updates to customer stakeholders and Northland leadership, including performance, resource, financial, risk, and improvement reporting.
Lead the development and presentation of Quarterly Business Reviews, coordinating team inputs, reporting against KPIs and SLAs, collecting customer feedback, aligning on quarterly priorities, and driving follow-through on agreed actions.
Build and maintain trusted relationships with customer stakeholders, proactively managing expectations, addressing concerns, and supporting strong satisfaction and confidence in the team's services.
Track and analyze relationship and service indicators, including stakeholder feedback, responsiveness, recurring concerns, and service-quality trends, to assess the effectiveness of program delivery and relationship management.
Identify program risks, dependencies, and issues; develop mitigation plans and work with customer management and Northland leadership to proactively address challenges and keep delivery on track.
Manage the overall embedded team budget, monitor expenditures and forecasts, identify budget risks, and provide monthly financial and accrual reporting as required.
Conduct regular quality reviews of team outputs and service delivery to ensure work aligns with customer requirements, established standards, and program expectations.
Drive continuous improvement by analyzing scheduling, workload, performance, and service data to identify inefficiencies, bottlenecks, and opportunities to improve delivery processes and outcomes.
Coordinate across internal teams, customer stakeholders, program peers, suppliers, and dependency partners to align delivery, share best practices, and ensure seamless integration of work across the program.
Gather and analyze feedback from customer stakeholders and team members and translate that feedback into practical improvements to services, processes, team performance, and working relationships.
Proactively identify and resolve conflicts, facilitating practical solutions and timely escalation when issues require additional leadership involvement.
Conduct periodic program evaluations and lessons-learned reviews to assess outcomes, document improvements, and inform future program planning and service strategy.
Travel to customer locations and team sites as required.