WHAT YOU WILL DO:The
Sr. Program Operations Manger will be responcible for hands-on execution and program-administration support to keep the defined program of works on track. Working closely with the client Service Manager, the Senior Program Operations Manager owns the day-to-day operational detail. This includes coordinating logistics, tracking progress against the agreed plan, maintaining financial and status reporting, and surfacing risks early so delivery stays aligned to the scope, standards, and timeline the client has defined.
KEY RESPONSIBILITIES:Execution & Delivery Support - Act as the day-to-day execution partner keeping the defined program of works moving - interpreting the agreed scope and plan, coordinating the activities to deliver it, and keeping all operational detail organized and current.
- Take ownership of the operational detail and program-administration workload on behalf of the EOS Service Delivery Manager and the client Program Specialist, so they can focus on decisions, KPIs, and stakeholder relationships.
- Provide continuity and momentum by keeping plans, trackers, and reporting accurate and up to date at all times.
Program Planning & Governance- Maintain live tracking against the Plan of Record (PoR) defined and owned by the client. Keep milestones, dependencies, resource needs, and status current, and make sure execution stays aligned to the client's agreed plan and timeline.
- Proactively identify and escalate risks, blockers, and interdependencies through the EOS Service Delivery Manager to the client, and recommend mitigation options for the client to decide.
Financial Reporting & Spend Tracking- Track and report spend, commitments, and forecast changes against the per-project hardware budgets we've allocated and handed over, giving us clear, current visibility of where each project stands versus the approved forecast.
- Maintain accurate project-level cost tracking for each active project, and flag spend variances, overruns, or scope-driven changes to us early so we can decide on any action.
- Prepare bills of materials (BOMs) and cost summaries for our review and approval.
- Support preparation of cost-to-complete forecasts and cost summaries as we request them.
Reporting & Communication- Deliver regular program status updates and supporting data to the EOS Service Delivery Manager, giving clear visibility of progress, risks, blockers, and anything needing a client decision.
- Produce and maintain dashboards and reporting packs that pull program health, spend position, and delivery milestones into a single view for the client.
- Keep reporting timely, accurate, and tailored to the audience, and support the EOS Service Delivery Manager in preparing QBR materials.
ESSENTIAL CRITERIA:- 6+ years of operational management experience in an AV construction, technical, or AV/collaboration environment.
- Bachelor's degree in a relevant field; PMP or equivalent certification.
- Demonstrated proficiency in utilising project management software to coordinate workstreams, monitor progress, and ensure delivery against defined timelines and objectives.
- Strong leadership skills with experience coordinating and managing vendor / delivery resources.
- Exceptional communication and stakeholder management skills.
- Ability to adapt to changing priorities and business needs in a fast-paced environment.
- Analytical mindset with strong problem-solving and decision-making capabilities.
- Experience developing and implementing strategic plans for AV managed services, aligning with organizational or client goals.
- Familiarity with forecasting, budget reporting, and reporting on delivery KPIs such as on-time delivery, milestone adherence, standards compliance, data accuracy, and forecast accuracy.
- Experience driving operational excellence through process optimization, automation, and adoption of new technologies.
- Ability to demonstrate high levels of integrity and manage sensitive and confidential information.
- Self-motivated and able to take responsibility in an autonomous environment.
- Advanced analytical and problem-solving skills.
- Strong influencing, negotiation, and decision-making skills.
DESIRABLE CRITERIA:- Working knowledge of audiovisual and video conferencing systems (Cisco, Neat, Zoom, Google Meet), digital signage, and audio systems.
- Familiarity with AV-over-IP solutions, unified communications, and integration with IT infrastructure.
- ITIL Certification v4 or higher.
- Proven track record of applying Six Sigma or Lean methodologies to improve IT service processes, reduce operational costs, and enhance service quality.
- Experience with emerging technologies such as AI, automation, or DevOps practices to enhance service delivery.
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
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Pay Range
$100,000-$120,000 USD
