Infrastructure Program Manager

Position- Program Manager Network Infra
Location- Alpharetta GA

Duration: Full Time

Note: Final customer round interview will be in-person.

Job Description -

Role Summary:

The Program Manager Network Infrastructure is responsible for end-to-end delivery management of large-scale network infrastructure programs encompassing service operations financial governance and client relationship management. This role ensures operational excellence contractual compliance and strategic alignment with customer business objectives.

Key Responsibilities:

Client Engagement & Program Management:

Regularly connect with client stakeholders to review service performance and drive agreed outcomes to internal visibility and client closure.

Lead the planning execution and governance of complex network infrastructure programs (LAN/WAN SD-WAN Wireless Data Center Cloud Connectivity etc.).

Oversee multi-tower service delivery (Network Operations Service Desk Field Support etc.) to meet SLAs and KPIs.

Drive transformation and continuous improvement initiatives across service operations.

Coordinate cross-functional teams vendors and service partners to ensure seamless execution.

Act as the primary point of contact for client executives and stakeholders.

Lead service review meetings QBRs and executive reporting sessions.

Translate client business objectives into actionable technology and service delivery goals.

Ensure transparent communication trust and long-term partnership with clients.

Escalation Handling:

Lead the resolution of client escalations with speed transparency and accountability.

Coordinate with internal teams to investigate root causes and implement corrective actions.

Communicate effectively with clients during high-impact incidents ensuring timely updates and resolution.

Service Performance & Operations:

Govern incident problem and change management in line with ITIL v4 principles.

Drive operational excellence through proactive monitoring root cause analysis and service automation.

Define and track operational KPIs availability performance MTTR customer satisfaction etc.

Support operational readiness for new services transitions and migrations.

Governance & Reporting:

Conduct regular service reviews with clients presenting performance metrics risks and improvement plans.

Prepare executive-level reports and dashboards for internal and client stakeholders.

Program Financials:

Own program P&L ensuring cost control margin improvement and forecast accuracy.

Develop and track budgets financial models and billing/revenue schedules.

Monitor resource utilization and optimize financial performance across service lines.

Support contract renewals change orders and commercial negotiations.

Leadership & Team Development:

Lead and mentor project and service delivery teams fostering accountability and ownership.

Promote a culture of collaboration agility and customer centricity.

Partner with internal leadership to align on delivery priorities and strategic initiatives.

Skills & Qualifications:

Bachelors degree in engineering Computer Science or related field (Masters preferred).

10 years of experience in IT infrastructure delivery or program management with strong exposure to network technologies.

Proven experience in client-facing roles within IT service delivery or managed services.

Strong escalation management and conflict resolution skills.

Excellent communication stakeholder management and leadership capabilities.

Familiarity with ITIL framework; certifications like ITIL PMP or Six Sigma are a plus.

Knowledge of Network and Compute technologies will be an added advantage.

Bachelors degree in IT Business or related field.