Program Manager

Job Summary

Itential is seeking a Program Manager to join our Professional Services organization. In this role, you will oversee the delivery of large, complex, multi-team programs that span engineering, product, operations, and customer-facing functions. You’ll be responsible for driving cross-functional alignment, establishing program governance, and ensuring strategic initiatives are executed on time and within scope. This role requires strong leadership, a strategic mindset, and the ability to communicate effectively at all levels of the organization, including executive and C-level leadership.

Essential Functions

The following duties are essential functions of this position. Employees must be able to perform these functions with or without reasonable accommodation:

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

Lead and Deliver Complex, Multi-Team Programs

• Oversee end-to-end delivery of large technical or strategic programs, ensuring alignment with business objectives.
• Manage program timelines, milestones, and deliverables with high accountability.
• Monitor progress and ensure programs stay on time, within scope, and within budget.
• Execute programs using both Agile and Waterfall methodologies as appropriate.

Drive Cross-Functional Alignment

• Coordinate across engineering, product, operations, and business teams to ensure shared understanding and execution.
• Translate business requirements into actionable technical requirements.
• Facilitate communication between technical and non-technical stakeholders.

Manage Risks, Dependencies, and Issues

• Identify program risks early and develop mitigation strategies.
• Escalate blockers and resolve cross-team issues to maintain delivery momentum.

Build and Maintain Program Structure and Governance

• Develop and manage program schedules, roadmaps, and documentation.
• Establish standards, processes, and best practices for program execution.

Communicate Program Status and Outcomes

• Provide regular updates to leadership on progress, risks, and strategic impact.
• Ensure clear, timely communication across all stakeholders.

Support Strategic Planning and Long-Term Vision

• Help define high-level goals, roadmaps, and success metrics for programs.
• Evaluate program strengths and weaknesses to drive continuous improvement.

Optimize Tools, Processes, and Operational Efficiency

• Identify gaps in workflows and design scalable solutions.
• Drive continuous improvement initiatives to enhance engineering and operational performance.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Minimum of 8 years of industry experience.
• PMP certification required.
• Proficiency with Microsoft Project, Smartsheet, and the Microsoft Office suite.
• Strong problem-solving skills.
• Strong project planning, scheduling, and organizational skills.
• Enterprise software delivery experience, including familiarity with deploying enterprise software in both SaaS and on-premises environments, including hybrid architectures where cloud-hosted product components integrate with customer-managed infrastructure.
• Working knowledge of common implementation dependencies: databases, application gateways, site-to-site VPN tunnels, SSO/identity providers, and secrets management.
• Able to hold credible conversations with customer infrastructure, security, and network teams to ensure program success.
• Recognizes when a customer-side blocker (firewall rules, certificate issues, server readiness, etc.) will impact the delivery timeline and escalates before it does.
• Excellent written, verbal, client-facing, and internal communication skills, with the ability to communicate up to executive/C-level leadership.
• Experience with change-management processes for professional services projects.
• Experience creating or reviewing professional services SOWs (preferred).

What Success Looks Like in This Role:

• Drives complex, multi-team programs to completion with clear accountability and minimal oversight.
• Builds strong cross-functional alignment across engineering, product, and customer-facing teams.
• Establishes program governance that scales and is adopted as standard practice.
• Communicates program status and risks clearly and proactively to executive leadership.
• Continuously improves processes and tools that increase delivery efficiency across the organization.

Physical Demands & Work Environment

• Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Sitting: Constantly (6-8 hours per day) for computer work, meetings, and project coordination
• Standing/Walking: Occasionally for team meetings and customer presentations
• Lifting: Occasionally lift/carry up to 15 pounds (project materials, equipment)
• Vision: Constantly use close vision for computer work, project documentation, and reporting
• Hearing: Frequently for customer calls, team meetings, and stakeholder communications
• Communication: Constantly communicate with customers, engineering teams, and executive management
• Manual Dexterity: Constantly use hands/fingers for keyboard use and documentation
• Work Environment:
• Location: United States
• Noise Level: Typical office environment with frequent meetings and calls
• Travel Requirements: Up to 20% travel for customer meetings and project coordination
• Schedule: Standard business hours with flexibility for project deadlines and customer time zones
• Technology: Use of project management software, Agile tools, and reporting systems

Compliance Statements

• ADA Accommodation: Itential is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require accommodation to perform the essential functions of this position, please contact Human Resources to discuss available options.
• Equal Opportunity: Itential is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
• Employment at Will: Employment with Itential is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.