IT Program Manager – Service Management Office

Jobtailor; North Dakota; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced IT Program/Project Manager to design, deliver, and optimize IT services within a Service Management Office. You will apply advanced knowledge to complex projects and ensure alignment with ITIL practices across the organization.

The role focuses on improving service quality, cost efficiency, and stakeholder value through performance monitoring, automation, and standardized processes. Strong leadership and cross-functional collaboration are essential.

Qualifications

• Bachelor’s degree in project management or related field required.
• Five to eight years' experience managing multiple high-risk, high-cost full lifecycle projects within a program.
• Experience working with business stakeholders in a cross-functional matrix environment.
• Intermediate proficiency with project management software and MS Office.
• PMI certifications preferred (PMP, PgMP).

Responsibilities

• Design, deliver, manage, and improve IT services within the Service Management Office.
• Apply advanced knowledge to complex, interconnected projects and keep projects aligned.
• Define a common operating model for IT service delivery using ITIL framework.
• Improve service quality, delivery, cost, and customer value through performance monitoring, automation, and efficiencies.
• Manage services using standard processes, KPIs, and tools.
• Resolve unique and complex program challenges and develop solutions with wider organizational implications.
• Build professional networks and connect resources to solve issues and achieve goals.
• Align program projects and assess program impact on business performance.
• Provide direction and leadership to project teams.
• Define program scope, best practices, processes, and policies.
• Plan, organize, and deliver projects and programs in accordance with organizational goals.
• Manage resources, schedules, financials, quality, and control guidelines.
• Assess risks, propose resolutions, manage change requests, and track implementation through completion.
• Verify achievement of proposed business-case benefits.
• Lead process improvement initiatives related to program and project delivery.
• Influence stakeholders and organizational culture as a change agent.
• Present proposals, updates, and outcomes to senior leadership.
• Perform project manager duties as needed.

Skills

Project Management

Program Management

Risk Assessment

Change Management

Process Improvement

KPI Management

Resource Management

Financial Management

Quality Control

Performance Automation

Education

Bachelor’s degree in project management or related field

Tools

Project Management Software

Microsoft Office

Job description

• Design, deliver, manage, and improve IT services within the Service Management Office


• Apply advanced knowledge to complex, interconnected projects and keep projects aligned


• Define a common operating model for IT service delivery using the ITIL framework


• Improve service quality, delivery, cost, and customer value through performance monitoring, automation, and efficiencies


• Manage services using standard processes, KPIs, and tools


• Resolve unique and complex program challenges and develop solutions with wider organizational implications


• Build professional networks and connect resources to solve issues and achieve goals


• Align program projects and assess program impact on business performance


• Provide direction and leadership to project teams


• Define program scope, best practices, processes, and policies


• Plan, organize, and deliver projects and programs in accordance with organizational goals


• Manage resources, schedules, financials, quality, and control guidelines


• Assess risks, propose resolutions, manage change requests, and track implementation through completion


• Verify achievement of proposed business-case benefits


• Lead process improvement initiatives related to program and project delivery


• Influence stakeholders and organizational culture as a change agent


• Present proposals, updates, and outcomes to senior leadership


• Perform project manager duties as needed

Requirements

• Bachelor’s degree in project management or related field required


• Five to eight years' experience managing multiple high-risk, high-cost full lifecycle projects within a program required


• Previous experience working with business stakeholders in a cross-functional matrix environment required


• Intermediate level of proficiency with project management software and Microsoft Office required


• Project Management Professional (PMP) certification preferred


• Program Management Professional (PgMP) certification preferred

Core Competencies

Demonstrates expertise in IT service management, project delivery, and process improvement using the ITIL framework. Proven ability to lead cross-functional teams, manage high-risk projects, and influence organizational change while ensuring alignment with business goals.

Highest-signal resume keywords

• ITIL Framework


• Project Management Professional (PMP)


• Program Management Professional (PgMP)


• Performance Monitoring


• Stakeholder Engagement

Hard Skills

• Project Management


• Program Management


• Risk Assessment


• Change Management


• Process Improvement
  
• KPI Management


• Resource Management


• Financial Management


• Quality Control


• Performance Automation

Soft Skills

• Leadership


• Communication


• Problem Solving


• Influencing


• Networking

Certifications & Qualifications

• Project Management Professional (PMP)


• Program Management Professional (PgMP)

Industry Keywords

• Service Management Office


• Full Lifecycle Projects


• Cross-Functional Matrix Environment


• Organizational Goals


• Business Performance

Tools & Technologies

• Project Management Software


• Microsoft Office