Onsite Program Manager

Job description

Corporate Recruitment Manager at SoftServe

Note: This role requires frequent travel to client sites in Dallas and program management experience in IT services, with work in the real estate industry being a plus.

Overview

An Onsite Program Manager reports to the Client Success Leader and plays a key leadership role within the Revenue Organization, serving as a strategic partner and trusted advisor for large critical accounts/portfolios and accounts/portfolios with high potential for growth. The OPM orchestrates the integration of SoftServe's services within the client's environment, ensuring high levels of client satisfaction and delivering value. The OPD serves as the primary point of contact for the client, collaborating with internal delivery teams to achieve successful and high-quality outcomes. This role focuses on client relationship management, strategic alignment, and driving business growth.

Duties & Responsibilities

Client Relationship Management: Builds and maintains strong relationships with the assigned client, serving as a trusted advisor and the primary point of contact for all service-related matters

Proactively identifies and addresses potential client concerns, drives risk identification and management at the account/portfolio level, and ensures transparent communication

Develops understanding of client needs, business objectives, and strategic goals; ensures services are aligned with client success and manages expectations at the account/portfolio level

Advocates for the client within the company; communicates feedback to delivery teams and leadership; manages escalation processes as needed

Monitors client satisfaction through various channels and leads continuous improvement initiatives based on client input

Strategic Alignment

Collaborates with client stakeholders and delivery teams to align solutions with client objectives

Identifies opportunities for service expansion and growth within the account/portfolio

Defines the pipeline of work for the current team after existing projects are delivered

Ensures continuity of services within the current line of business

Facilitates cross-functional collaboration (sales, delivery, pre-sales) and drives deal pursuit to sign engagements

Manages account development plans and strategies, providing insights into client priorities and growth opportunities

Serves as a bridge between the client and delivery organization, strengthening multi-layer communication

Delivery Oversight and Coordination

Maintains oversight of project and program delivery within the assigned account/portfolio, ensuring value delivery aligns with client expectations and contractual obligations

Acts as liaison between client and delivery organization; provides clear, timely progress updates

Escalates client concerns or delivery issues; removes obstacles and manages dependencies

Ensures timely issue resolution to maintain delivery productivity and client satisfaction

Promotes a client-focused culture within the delivery organization and conducts regular client update sessions

Experience Requirements

7+ years of experience in client-facing roles within the IT industry, preferably in service delivery and stakeholder management

1+ years in program/portfolio management roles, managing large and complex accounts/portfolios with proven client satisfaction and revenue growth

Experience in a global delivery model is a plus

Required Skills

Advanced English proficiency (upper-intermediate+)

Excellent verbal and written communication skills and ability to tailor communication to various audiences

Strong presentation and facilitation skills

Strong analytical and problem-solving skills

Supervisory Responsibilities

This role does not have direct supervisory responsibilities but may involve matrix management and guidance of cross-functional teams

Qualification

Education: Bachelor’s degree in business administration, computer science, software engineering, or a related field. MBA or related master’s degree is a plus

Other Requirements

Willingness/ability to travel up to 50% of the time, depending on client location and business needs (Dallas)

SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with SoftServe.

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Worksite address

dallas, TX, 75215, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.