Program Manager – Enterprise Transformation
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Job Description
Program Manager leading enterprise platform, data, and process transformation at Frontline Managed Services. Coordinating cross-functional migrations, vendors, governance, and operational readiness.
Responsibilities:
- Serve as Program Manager for a phased enterprise service management and business operations platform transformation
- Coordinate workstreams across ITSM, CRM, quote-to-cash, client and contract management, service delivery, billing and financial workflows, platform configuration, data migration, integrations, reporting, testing, training, cutover, hypercare, and legacy-platform retirement
- Lead phased migrations across multiple business units and operating teams
- Manage program dependencies involving telephony, contact-center technologies, enterprise integrations, data readiness, business process decisions, and operational preparedness
- Align executives, business owners, process owners, technical teams, end users, and external partners
- Manage vendor and implementation-partner deliverables, dependencies, risks, escalations, and accountability
- Coordinate communications, user acceptance testing, training, adoption, go-live readiness, hypercare, and transition to steady-state support
- Lead enterprise programs and projects from initiation through planning, execution, implementation, stabilization, and transition to operational ownership
- Develop and maintain integrated project plans, scope, schedules, milestones, resources, budgets, dependencies, decision logs, action items, and delivery forecasts
- Establish governance structures, meeting cadences, status reporting, stage gates, escalation paths, and decision-making forums
- Provide executive and stakeholder reporting on program health, milestones, scope, schedule, budget, risks, dependencies, decisions, and required actions
- Identify risks and issues, develop mitigation and recovery plans, clarify ownership, and drive resolution
- Facilitate workshops to translate objectives and operational pain points into requirements, process designs, acceptance criteria, and executable work plans
- Promote project-management best practices and continuous improvement
- Coordinate development of enterprise data and reporting architecture, including the future-state Data Warehouse, source-system alignment, data ownership, reporting requirements, dependencies, and delivery sequencing
- Coordinate initiatives involving business systems, integrations, data migration, reporting, analytics, automation, security, finance, CRM, telephony, service-management platforms, and other enterprise technologies
Requirements:
- Bachelor’s degree in business, Information Systems, Technology, Project Management, or equivalent practical experience
- 7+ years of progressive project or program management experience leading complex, cross functional business and technology initiatives
- Experience leading enterprise PSA, ITSM, ERP, CRM, data, analytics, or comparable business platform transformation programs
- Experience with HaloPSA, ServiceNow, ConnectWise, Autotask, FreshService, or similar enterprise service management platforms
- Experience supporting Data Warehouse, business intelligence, reporting, data governance, or enterprise data initiatives
- Experience in a managed service, IT services, legal, or professional services environment
- Experience managing software vendors, implementation partners, systems integrators, and distributed internal teams
- PMP, PgMP, ITIL Foundation, Agile, Scrum, or comparable project/program management certification preferred
- Ability to manage multiple interdependent workstreams, priorities, stakeholders, schedules, risks, dependencies, and delivery commitments
- Strong knowledge of scope management, planning and scheduling, budgeting, RAID management, governance, testing and implementation, and transition to operations
- Experience facilitating discovery sessions, requirements gathering, process mapping, future state design, decision-making, and stakeholder alignment workshops
- Experience coordinating business, application, data, architecture, integration, infrastructure, security, and operational teams
- Strong executive communication, facilitation, documentation, negotiation, problem-solving, and change leadership skills
- Working knowledge of ITIL practices and service management
Benefits:
- Equal opportunity employer committed to diversity and inclusion
- Growth mindset and potential valued alongside experience
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