Director, Production Operations & Program Management

Creative Solutions Services, LLC; Worcester (MA); On-site; USD 135,000 - 146,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Job summary

NTT DATA's client in Worcester, MA is seeking an experienced Program Manager to lead production support operations across multiple applications and vendors. You will drive incident management, SLA governance, risk mitigation, and metrics reporting to ensure system stability and service reliability.

The role requires coordinating with business stakeholders, technology teams, and third-party partners to deliver end-to-end operational excellence and continuous improvement for critical platforms.

Qualifications

• 8+ years in IT Program Management, Service Delivery, Production Support, or Operations.
• Experience leading cross-functional teams and vendors across large-scale environments.
• Strong stakeholder management and executive communication skills.

Responsibilities

• Lead production support operations across multiple applications and services.
• Define, monitor, and govern SLAs, OLAs, and KPIs; drive remediation plans.
• Coordinate major incident management activities and war room sessions.
• Drive governance for technical debt reduction and risk mitigation.
• Produce executive-level dashboards and reports for leadership.

Skills

Program management

Incident management

Client engagement

Stakeholder management

Leadership

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field

Tools

ITIL

ServiceNow

AppDynamics

Cloud platforms

Job description

NTT DATA's client in Worcester, MA is seeking an experienced Program Manager to lead production support operations across multiple applications and vendors. You will drive incident management, SLA governance, risk mitigation, and metrics reporting to ensure system stability and service reliability.

The role requires coordinating with business stakeholders, technology teams, and third-party partners to deliver end-to-end operational excellence and continuous improvement for critical platforms.