Program Manager, Mission Critical Solutions

ABM US•Columbia, MD

10h

About The Position

The AWS Sr. Program Manager serves as a primary point of contact for AWS, maintaining customer satisfaction and identifying opportunities for account growth. The role oversees the contract management support team, including Contract Managers, assistants, and on-site administrative support. It ensures contract information is maintained, profitability is monitored, and contracts are audited annually. The position leads customer relationship management and delivery of facility operations, maintenance, and managed services programs. It oversees service quality, customer communications, issue resolution, onboarding, contract governance, financial performance, and continuous improvement. The role also leads and develops contract management and administrative personnel, supporting accountability, coaching, development, and succession planning.

Requirements

High school diploma or equivalent required.
10+ years of experience managing large, complex customer accounts and service programs.
Experience supporting enterprise customers with annual contract portfolios exceeding $25 million.
Strong knowledge of HVAC, mechanical, electrical, facilities management, or building systems operations.
Experience in managed services, facility services, field service, or maintenance delivery environments.
Demonstrated ability to manage customer relationships, operational performance, and contract profitability.
Experience leading cross-functional teams in a multi-site environment.
Strong business, financial, and analytical acumen.
Excellent communication, presentation, and customer-facing skills.
Proficiency with CMMS platforms and Microsoft Office applications.

Nice To Haves

Bachelor's degree.
Experience supporting hyperscale data center, mission critical, or cloud infrastructure customers.
Knowledge of self-perform HVAC and mechanical service delivery models.
Experience managing subcontractor networks and service provider relationships.
Familiarity with facilities maintenance programs, preventive maintenance strategies, and service-level agreements (SLAs).
Experience conducting executive business reviews and presenting performance metrics to senior stakeholders.

Responsibilities

Serve as a primary AWS contact and maintain strong customer relationships across assigned accounts.
Promote customer satisfaction through proactive communication, issue resolution, and service excellence.
Participate in customer meetings, business reviews, site visits, and strategic planning sessions.
Identify opportunities to expand services and strengthen customer partnerships.
Escalate and coordinate resolution of operational or service-related concerns.
Oversee delivery of facility operations, maintenance, and managed service programs.
Establish and monitor KPIs for service quality, responsiveness, and customer satisfaction.
Ensure effective onboarding and implementation of customer sites and service agreements.
Lead contract governance, including audits, renewals, compliance reviews, and operational assessments.
Support continuous improvement initiatives and share organizational best practices.
Monitor contract performance, profitability, and operational metrics.
Partner with operations, finance, and sales teams on billing, invoicing, and financial reporting.
Review subcontractor performance, work quality, and costs.
Maintain accurate contract documentation, service records, and customer information.
Lead and support Contract Managers, Coordinators, and administrative support personnel.
Set performance expectations and accountability measures for team members.
Participate in performance evaluations, coaching, development planning, and succession planning.
Foster collaboration, customer focus, and operational excellence.