About this Position / ResponsibilitiesJOB SUMMARYThe Senior IT Program Manager is a senior leadership role responsible for transforming the company's technology offerings into an organized, strategic, and innovative set of managed solutions and practices. This position goes well beyond traditional project delivery: it owns the build-out and ongoing oversight of the Technology Services Program Management Office (PMO), the development of focused technology practices from ideation through implementation and sustained support, and the establishment of a comprehensive Customer Success practice accountable for client health, revenue retention, and account expansion.
Operating at the intersection of Engineering, Sales, Accounting, and client-facing teams, the Senior IT Program Manager carries profit-and-loss (P&L) responsibility for the technology practices and customer portfolio under their stewardship. The ideal candidate pairs deep technical fluency across the company's core competencies (network infrastructure, cybersecurity, collaboration, data center, and structured cabling) with proven executive-level experience in program leadership, product/practice development, P&L ownership, and customer lifecycle management. This role requires the strategic vision to design new service lines, the operational discipline to govern a multi-workstream PMO, and the commercial acumen to grow recurring revenue across the client base. The position is offered in a remote first hybrid arrangement with in-person presence requirements for internal meetings and client/partner/subcontractor interactions as needed.
ESSENTIAL FUNCTIONSProgram Leadership- Establish, mature, and lead the Technology Services PMO from the ground up, defining governance frameworks, delivery methodologies, standards, templates, tooling, ansd reporting cadences that scale across the engineering organization.
- Provide oversight across a portfolio of concurrent programs and projects, ensuring alignment between technical delivery, business objectives, and overall company strategy.
- Direct, mentor, and develop engineering team members, delegating appropriate day-to-day project coordination, scheduling, and facilitation while retaining accountability for portfolio outcomes.
- Define and track portfolio-level KPIs, earned value, utilization, and delivery health; report program status and risk posture to executive leadership and clients.
- Institute continuous-improvement initiatives that increase delivery efficiency, repeatability, and margin across the portfolio.
Technology Practice & Product Development- Own the full life cycle of focused technology practices - from ideation and business-case development, through service design, go-to-market, implementation, and ongoing support and oversight - across the company's core competency areas.
- Act as Product Development Manager for new and evolving managed-service and solution offerings, defining the service catalog, delivery model, pricing structure, and operational runbooks for each practice.
- Partner with engineering, sales, business development and marketing team leaders to translate emerging market needs and technology trends (networking, cybersecurity, collaboration, data center, cloud, and wireless) into productized, repeatable, and scalable solution sets.
- Partner with engineering leadership to define the technical reference architectures, skills, certifications, and capacity required to stand up and sustain each practice.
- Govern the transition of new solutions from project delivery into steady-state managed operations and support.
P&L, Financial & Practice Ownership- Hold P&L responsibility for the technology practices and customer portfolio under management, accountable for, service delivery cost, margin, and profitability targets.
- Develop and manage practice and program budgets, forecasts, and financial models; analyze cost, revenue, and profitability and recommend actions to improve financial performance.
- Collaborate with Sales and Finance on billing, revenue recognition, forecasting cycles, and budgetary reviews.
- Drive cost-control, resource-optimization, and subcontractor-management strategies that protect and improve practice margins.
- Build business cases and ROI analyses to justify investment in new practices, tooling, and headcount.
Customer Success Practice Development & Management- Design, launch, and lead a comprehensive Customer Success practice accountable for overall customer health, satisfaction, retention, and expansion across the client base.
- Establish customer health metrics, success plans, onboarding frameworks, and lifecycle playbooks that span the full client journey.
- Serve as an escalation point and strategic partner for key accounts, aligning company solutions to client business goals.
- Build and report on a consolidated view of customer health, combining delivery quality, satisfaction, financial standing, and renewal risk.
Cross-Functional Coordination & Stakeholder Management- Organize and coordinate across Sales, Accounting, Engineering, and Work Force Augmentation divisions to track and manage risk and health across the sales funnel, renewals, services delivery, and customer satisfaction.
- Partner with Sales on the opportunity pipeline, solution scoping, and proposal/SOW development to ensure deliverability and profitability of committed work.
- Establish strong executive relationships with clients, sponsors, vendors, and subcontractors, communicating progress, risk, and value clearly across distributed teams.
- Facilitate governance forums and executive briefings that bring sales, delivery, and financial data into a single decision-making view.
- Define the operating cadence connecting funnel, delivery, and renewal motions across departments.
QualificationsRequired Experience & Leadership- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; a Master's degree (e.g., MBA) is strongly preferred.
- Minimum 10 years of progressive experience in IT program/project management, with at least 5 years in a senior program, practice, or PMO leadership capacity.
- Demonstrated experience building or leading a PMO, including governance frameworks, methodology, and team development.
- Proven P&L ownership and financial management of a technology practice, program portfolio, or service line, including budgeting, forecasting, and margin accountability.
- Demonstrated experience developing technology practices or productized service offerings from ideation through implementation and ongoing support (Product/Practice Development).
- Demonstrated experience building and managing a Customer Success function accountable for retention, renewals, and account expansion.
- Experience leading and mentoring cross-functional delivery teams, project managers, and engineers, including subcontractor and vendor management.
Technical Expertise- Strong technical background and understanding across the company's core competencies: network infrastructure, cybersecurity, collaboration, data center, and structured cabling.
- Sufficient working knowledge of networking and wireless technologies, including familiarity with Cisco and related infrastructure solutions (routers, switches, firewalls, and network services), to effectively manage technical programs, facilitate stakeholder discussions, and assess project risks and dependencies.
- Practical understanding of VMware, Microsoft technologies, and cloud platforms (e.g., AWS, Azure), with the ability to collaborate effectively with technical teams, translate business requirements into program objectives, and oversee successful solution delivery.
- In-depth knowledge of enterprisePM and collaboration tooling (e.g., Microsoft Project, Jira, ServiceNow, SharePoint, and CRM/Customer Success platforms).
Certifications- Project management certification required (PMP, PMI-ACP, or equivalent); program/portfolio certification (e.g., PgMP, SAFe) preferred.
- Additional relevant certifications in agile/scrum (CSM), ITIL service management, or technical domains are advantageous.
Competencies & Attributes- Strategic and innovative mindset with the ability to elevate technology services into organized, scalable, and differentiated solution sets.
- Business acumen spanning delivery, finance, and revenue growth across multiple departments.
- Exceptional executive communication, stakeholder management, and cross-functional leadership skills.
- Sound judgment in risk management across the sales funnel, delivery, renewals, and customer satisfaction.
- Comfortable operating with autonomy in a remote first environment while leading distributed teams.
NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:- Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
- Commuter benefits, and Educational assistance.
- STD, LTD, Supplemental life insurance and ADD&D
- Comprehensive 401k plan
- Paid Time Off
