Program Manager - ITSM (SECRET clearance required)

Redwood Software•Lexington, MA

12d•Onsite

About The Position

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team. Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship. Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions. Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge. Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful. We are seeking a seasoned Program Manager - ITSM to lead the delivery of managed services for a high-profile client. This pivotal role ensures operational excellence, exceptional customer satisfaction, and strategic alignment with the client’s business objectives. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow.

Requirements

Bachelor’s degree in Information Technology, Business Administration, or related field
10+ years in technical environments with a focus on service excellence
5–7 years in leadership roles within managed services delivery
Proven success managing large-scale client engagements
Demonstrated ability in business development and portfolio expansion
Extensive hands-on experience with ServiceNow and ITSM
Deep understanding of ITIL frameworks; ITIL certification preferred
Strong leadership and team-building capabilities
Excellent communication and client relationship skills
Advanced analytical and problem-solving abilities
Expertise in strategic planning and proposal development
Proficiency in project management methodologies and tools
Solid budgeting and financial oversight experience
Active Secret Security Clearance required
U.S. Citizenship Required

Nice To Haves

Master’s degree preferred
ITIL certification preferred

Responsibilities

Service Delivery Management Oversee end-to-end delivery of managed services with a focus on quality and efficiency Ensure adherence to SLAs, KPIs, and contractual obligations Proactively monitor performance and resolve escalations Apply ITIL principles across Incident, Problem, Change, and Request Management Utilize ServiceNow for ITSM operations, reporting, and analytics
Client Relationship Management Act as the primary liaison for the client, fostering trust and transparency Lead regular service reviews and strategic planning sessions Align service delivery with evolving client goals and expectations
Team Leadership & Development Lead, mentor, and inspire a team of service delivery professionals Conduct performance evaluations and support career development Identify training needs and promote ITIL certification pathways
Operational Excellence Drive continuous improvement through ITIL-aligned best practices Maintain SOPs and ensure regulatory compliance Champion quality and operational efficiency across service functions
Project Management Manage service-related projects from initiation to completion Oversee resources, timelines, and risk mitigation strategies Ensure successful delivery of project milestones and outcomes
Financial Management Oversee service delivery budgets and financial performance Identify cost-saving opportunities without compromising service quality Maintain fiscal discipline and accountability
Stakeholder Coordination Collaborate cross-functionally with IT, HR, Finance, and other departments Manage third-party vendor relationships and service integration Ensure alignment and transparency across all stakeholders
Reporting & Analytics Deliver performance insights to senior leadership and clients Leverage ServiceNow dashboards for data-driven decision-making Track key metrics and identify areas for improvement