Senior Program Delivery Manager (Req#1355)

ePlus Technology, inc.•King of Prussia, PA

1h•$125,000 - $175,000•Hybrid

About The Position

As a Senior Program Delivery Manager, you will act as the strategic bridge between ePlus’s internal operational execution teams and our clients, ensuring services are delivered on time, within budget, and in strict alignment with contractual agreements. You will bring strong customer-facing leadership, advanced communication skills, financial accountability, and the ability to personally lead high-visibility technology programs while contributing measurable billable utilization.

Requirements

7+ years of experience in IT consulting, professional services, PMO leadership, or enterprise delivery
7+ years of experience in a client-facing position
Ability to recommend process improvement strategies, policies, and procedures by evaluating project outcomes; identify problems; evaluate trends; anticipate requirements through lessons learned documentation
Previous experience working with or for an IT managed services organization / company
Proven success managing enterprise technology programs in customer-facing environments
Demonstrated ability to maintain billable utilization targets while managing strategic accounts
Strong presence and communication (verbal and written), particularly the ability to describe the business impact of technical solutions to non-technical clients
Ability to work effectively in high-risk, high-pressure situations
Ability to motivate engineering resources to out-perform and exceed client expectations
Politically astute; able to recognize and work with political issues within client organizations
Demonstrate depth of operational service delivery management expertise
Strong focus on customer and employee development
Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Able to work both independently and as part of a fast-paced team

Nice To Haves

Relevant professional certifications preferred (PMP, PMI-ACP, CSM, SAFe Agilist, ITIL Foundation)

Responsibilities

Manage internal and external resource schedules, as projects require
Manage projects by following the ePlus PMO structure
Support and lead customer-facing meetings
Work with customers to gather and document requirements, prioritize and develop schedules
Ensure schedules are met on time and within budget
Support ePlus financial objectives by forecasting project revenues on a monthly basis and analyzing variances; initiating corrective action
Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.
Lead large-scale deployments involving infrastructure, cloud, collaboration, security, AI enablement, or digital transformation
Utilize advanced PM methodologies including Agile, Waterfall, Hybrid, and SAFe frameworks
Drive governance structures, steering committees, and operational cadence
Coordinate cross-functional delivery teams including architects, engineers, PMs, customer success, and vendors
Ensure adherence to PMO standards, documentation quality, and delivery best practices
Serving as the primary escalation point for clients, establishing strong strategic partnerships, interpreting analytics, and leading governance discussions to maximize account value.
Build executive-level relationships through recurring customer touchpoints, governance meetings, and strategic planning sessions
Align customer business objectives with technology delivery strategies
Drive customer satisfaction, retention, and expansion opportunities
Lead Executive Business Reviews (EBRs/QBRs)
Maintain individual billable utilization targets through direct leadership of customer-facing programs and strategic initiatives
Actively lead complex enterprise IT projects, transformation programs, and multi-workstream initiatives
Provide hands-on project and program management support for critical customer engagements
Manage project scope, schedule, budget, dependencies, RAID logs, and executive communications
Support escalations and recovery efforts for at-risk programs
Developing and monitoring strict Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to guarantee that high-quality, cost-effective service is continuously optimized.
Partner with sales and pre-sales teams on strategic opportunities
Support Statements of Work (SOWs), RFP/RFI responses, and customer presentations
Provide delivery leadership during solution planning and project scoping
Identify opportunities for additional services and customer expansion