Enterprise Program Manager - Service Delivery Lead

Doist; Holmdel Township (NJ); On-site; USD 90,000 - 110,000; Full time

Job summary

MetTel is seeking a Program Manager to lead a POD-based operating model for enterprise clients. You will oversee end-to-end service delivery, ensure performance against SLAs, and drive continuous improvement across New Orders, Repair, MACD, and reporting.

You will coordinate cross-functional teams, present to senior leaders, and manage escalations with a focus on measurable outcomes and customer experience. Strong telecom knowledge and ITIL experience are highly valued.

Qualifications

• 10+ years of telecommunications industry experience, including enterprise client-facing account or service delivery management.
• Strong working knowledge of modern telecom/network technologies including SD-WAN, network appliances, transport/connectivity solutions.
• Demonstrated ability to analyze operational performance data and drive measurable improvement.
• Deep understanding of SLA governance, service lifecycle management, and performance reporting.
• Highly process-oriented with a proven ability to identify inefficiencies and implement structured solutions.
• Advanced presentation skills with experience delivering to senior leadership and enterprise client stakeholders.
• Strong executive presence and ability to influence cross-functional teams without direct authority.

Responsibilities

• POD Leadership & Service Delivery Governance: Lead the POD operating cadence and align cross-functional teams toward performance goals.
• SLA / KPI Performance Management & Data Analysis: Monitor, analyze trends, and translate data into corrective actions and dashboards.
• Enterprise Client Engagement: Provide proactive updates and executive-ready materials for leadership forums.
• Escalation & Critical Issue Leadership: Manage high-severity incidents and drive post-incident actions.
• Process Optimization & Continuous Improvement: Identify gaps and drive sustainable improvements across workflows.

Skills

Telecom experience

SD-WAN

Network appliances

Performance analytics

SLA governance

ITIL-aligned

Executive presence

Cross-functional leadership

PMP

Tools

Power BI

ServiceNow

Tableau

Salesforce

Job description

MetTel is seeking a Program Manager to lead a POD-based operating model for enterprise clients. You will oversee end-to-end service delivery, ensure performance against SLAs, and drive continuous improvement across New Orders, Repair, MACD, and reporting.

You will coordinate cross-functional teams, present to senior leaders, and manage escalations with a focus on measurable outcomes and customer experience. Strong telecom knowledge and ITIL experience are highly valued.