Program Manager - ITSM (SECRET clearance required) at Redwood Software

Lexington, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Mar, 26

Salary

0.0

Posted On

13 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collaboration, Creativity, Empathy, Integrity, Judgment, Purpose, Resilience, Selflessness, IT Service Management, ITIL Best Practices, ServiceNow, Leadership, Client Relationship Management, Project Management, Financial Management, Analytical Skills

Industry

Software Development

Description

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team. Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship. Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions. Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge. Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful. We are seeking a seasoned Program Manager - ITSM to lead the delivery of managed services for a high-profile client. This pivotal role ensures operational excellence, exceptional customer satisfaction, and strategic alignment with the client’s business objectives. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow. Key Responsibilities 1. Service Delivery Management Oversee end-to-end delivery of managed services with a focus on quality and efficiency Ensure adherence to SLAs, KPIs, and contractual obligations Proactively monitor performance and resolve escalations Apply ITIL principles across Incident, Problem, Change, and Request Management Utilize ServiceNow for ITSM operations, reporting, and analytics 2. Client Relationship Management Act as the primary liaison for the client, fostering trust and transparency Lead regular service reviews and strategic planning sessions Align service delivery with evolving client goals and expectations 3. Team Leadership & Development Lead, mentor, and inspire a team of service delivery professionals Conduct performance evaluations and support career development Identify training needs and promote ITIL certification pathways 4. Operational Excellence Drive continuous improvement through ITIL-aligned best practices Maintain SOPs and ensure regulatory compliance Champion quality and operational efficiency across service functions 5. Project Management Manage service-related projects from initiation to completion Oversee resources, timelines, and risk mitigation strategies Ensure successful delivery of project milestones and outcomes 6. Financial Management Oversee service delivery budgets and financial performance Identify cost-saving opportunities without compromising service quality Maintain fiscal discipline and accountability 7. Stakeholder Coordination Collaborate cross-functionally with IT, HR, Finance, and other departments Manage third-party vendor relationships and service integration Ensure alignment and transparency across all stakeholders 8. Reporting & Analytics Deliver performance insights to senior leadership and clients Leverage ServiceNow dashboards for data-driven decision-making Track key metrics and identify areas for improvement Qualifications Education Bachelor’s degree in Information Technology, Business Administration, or related field Master’s degree preferred Experience 10+ years in technical environments with a focus on service excellence 5–7 years in leadership roles within managed services delivery Proven success managing large-scale client engagements Demonstrated ability in business development and portfolio expansion Extensive hands-on experience with ServiceNow and ITSM Skills Deep understanding of ITIL frameworks; ITIL certification preferred Strong leadership and team-building capabilities Excellent communication and client relationship skills Advanced analytical and problem-solving abilities Expertise in strategic planning and proposal development Proficiency in project management methodologies and tools Solid budgeting and financial oversight experience Active Secret Security Clearance required Work Environment Daily onsite presence required at client location near Lexington, MA Occasional travel for meetings and site visits Flexibility to support urgent client needs outside regular hours Basic Qualifications: U.S. Citizenship Required Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional). EOE M/F/DISABLED/Vet Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.com. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River. Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter. Don't see a job you want to apply for? Click 'Get Started' below to send us your resume so we can reach out for future openings! Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That’s what it means to Rock the Red. Are you ready? We work with purpose, looking to disrupt the status quo in meaningful ways. We act with integrity, showing respect for all and demonstrating our commitment to ethics We value collaboration and work as a team to accomplish goals We elevate creativity, and support curiosity to re-imagine the use of technology We have a strong work ethic, and seek continuous improvement in all we do We embrace philanthropy, working together to drive positive change and lasting impact within communities around us Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as “Company”, “we”, “our” or “us”) may collect about you, how this information may be used by Company, your privacy rights and the Company’s obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA"). https://redriver.com/wp-content/uploads/2023/08/CPRA-Notice-to-Employees-updated30.pdf https://www.dol.gov/agencies/ofccp/posters

Responsibilities

The Program Manager - ITSM will oversee the end-to-end delivery of managed services, ensuring operational excellence and exceptional customer satisfaction. This role includes managing client relationships, leading a team, driving continuous improvement, and overseeing financial performance.