Sr. Staff Program Manager - Operations

• Service Delivery Oversight: Ensure the consistent and high-quality delivery of managed application services, guaranteeing that all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.

• Operational Excellence: Shape, drive and enforce operational best practices and procedures. Proactively identify and resolve systemic and overarching issues to ensure the stability and reliability of our application ecosystem. Actively participate in monthly operating rhythms with each IT workstream.

• Continuous Improvement: Champion a culture of continuous service improvement by analyzing operational metrics, driving innovation, embracing a role as AI ambassador for your space, and collaborating with partners to enhance delivery, performance, availability, and security.

• Budget Management: Manage the budget for application managed services, tracking and reporting on expenditures as well as identifyingand collaborating on opportunities for cost optimization.

• Cross-Functional Collaboration: Partner with internal IT teams (e.g., infrastructure, security, development) and business units to ensure seamless service delivery and support.

• AMS Knowledge Expert: Become the de facto expert for the power business, on all aspects of the application managed services scope, contract and operating procedures, in order to provide guidance and expertise, as needed across the organization.

• Incident and Problem Management: Act as the senior escalation point for complex or urgent application issues, directing internal and external teams to perform root cause analysis and implement permanent fixes.

What youll bring (Basic Qualifications)

• A bachelors degree in computer science, Information Technology, or a related technical field is typically required, or equivalent experience/knowledge

• At least 5-7 years of experience in IT, with demonstrated leadership experience in managed services, technical support, or application development.

• Proven experience managing relationships with Managed Service Providers (MSPs) and other IT vendors.

• Strong knowledge of ITIL and ITSM frameworks and experience in implementing continuous service improvement initiatives.

• Experience with enterprise applications, project management, and budget oversight.

• Familiarity with common ticketing systems such as ServiceNow or similar platforms.