Senior Program Delivery Manager (Req#1355) in Manchester

Hybrid-remote opportunity for candidates geographically located in one of the following areas: (1) King of Prussia, Pennsylvania; (2) Manchester, New Hampshire; (3) New York, New York; (4) Rochester, New York.

As a Senior Program Delivery Manager, you will act as the strategic bridge between ePlus’s internal operational execution teams and our clients, ensuring services are delivered on time, within budget, and in strict alignment with contractual agreements. You will bring strong customer-facing leadership, advanced communication skills, financial accountability, and the ability to personally lead high-visibility technology programs while contributing measurable billable utilization.

Your Impact

• Manage internal and external resource schedules, as projects require.
• Manage projects by following the ePlus PMO structure.
• Support and lead customer-facing meetings.
• Work with customers to gather and document requirements, prioritise and develop schedules.
• Ensure schedules are met on time and within budget.
• Support ePlus financial objectives by forecasting project revenues on a monthly basis and analysing variances; initiating corrective action.
• Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organisation.
• Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.
• Lead large-scale deployments involving infrastructure, cloud, collaboration, security, AI enablement, or digital transformation.
• Utilise advanced PM methodologies including Agile, Waterfall, Hybrid, and SAFe frameworks.
• Drive governance structures, steering committees, and operational cadence.
• Coordinate cross-functional delivery teams including architects, engineers, PMs, customer success, and vendors.
• Ensure adherence to PMO standards, documentation quality, and delivery best practices.

Relationship Management

• Serve as the primary escalation point for clients, establishing strong strategic partnerships, interpreting analytics, and leading governance discussions to maximise account value.
• Build executive-level relationships through recurring customer touchpoints, governance meetings, and strategic planning sessions.
• Align customer business objectives with technology delivery strategies.
• Drive customer satisfaction, retention, and expansion opportunities.
• Lead Executive Business Reviews (EBRs/QBRs).

Billable Delivery Leadership

• Maintain individual billable utilization targets through direct leadership of customer-facing programs and strategic initiatives.
• Actively lead complex enterprise IT projects, transformation programs, and multi-workstream initiatives.
• Provide hands-on project and program management support for critical customer engagements.
• Manage project scope, schedule, budget, dependencies, RAID logs, and executive communications.
• Support escalations and recovery efforts for at-risk programs.

SLA & KPI Governance

• Develop and monitor strict Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to guarantee that high-quality, cost-effective service is continuously optimised.

Business Development & Pre-Sales Support

• Partner with sales and pre-sales teams on strategic opportunities.
• Support Statements of Work (SOWs), RFP/RFI responses, and customer presentations.
• Provide delivery leadership during solution planning and project scoping.
• Identify opportunities for additional services and customer expansion.

Qualifications

• 7+ years of experience in IT consulting, professional services, PMO leadership, or enterprise delivery.
• 7+ years of experience in a client-facing position.
• Ability to recommend process improvement strategies, policies, and procedures by evaluating project outcomes; identify problems; evaluate trends; anticipate requirements through lessons learned documentation.
• Previous experience working with or for an IT managed services organisation/company.
• Proven success managing enterprise technology programs in customer-facing environments.
• Demonstrated ability to maintain billable utilization targets while managing strategic accounts.
• Strong presence and communication (verbal and written), particularly the ability to describe the business impact of technical solutions to non-technical clients.
• Ability to work effectively in high-risk, high-pressure situations.
• Ability to motivate engineering resources to outperform and exceed client expectations.
• Politically astute; able to recognise and work with political issues within client organisations.
• Demonstrate depth of operational service delivery management expertise.
• Strong focus on customer and employee development.
• Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
• Able to work both independently and as part of a fast-paced team.
• Relevant professional certifications preferred (PMP, PMI-ACP, CSM, SAFe Agilist, ITIL Foundation).

Position Specifics

The initial base salary range for this position is expected to be between $125,000 and $175,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase programme and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation programme) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Who We Are

At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.

Corporate Values

• Respectful communication and cooperation: We prioritise respectful communication, fostering an environment where everyone is treated with dignity and respect.
• Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
• Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognising that a healthy work-life balance is pivotal to our collective success.
• Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

Commitment to Diversity, Inclusion and Belonging

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, colour, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

Physical Requirements

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position. By embracing our values, you will contribute to our collective mission of making a positive impact within our organisation and the broader community. We understand that this job description serves as a guide and is not an employment contract.