About the role
The Program Manager serves as the senior operational lead and primary customer contact for assigned accounts, overseeing deployment operations across a cross-functional team, from order intake and readiness through production, delivery, and business review. The role provides end-to-end leadership across the delivery team, ensuring customer requirements are understood, commitments are actively managed, risks are addressed, and stakeholders have clear visibility into performance. Working across customers, Sales, production, planning, logistics, engineering, and delivery teams, the Program Manager establishes operational direction, drives accountability, holds the organization accountable to defined processes, and leads the resolution of issues affecting schedule, quality, or customer outcomes. The role requires a highly service-oriented mindset, strong business judgment, executive presence, and the ability to lead complex deployment operations through influence.
What youll be doing
Customer and Account Leadership
- Serve as the primary operational contact and escalation point for assigned customer accounts.
- Build trusted customer relationships through professionalism, responsiveness, sound judgment, and consistent follow-through.
- Maintain a clear understanding of customer requirements and commitments, setting expectations regarding timelines, dependencies, risks, and decisions.
- Represent deployment performance in customer meetings, business reviews, and executive forums.
Deployment Planning and Readiness
- Own integrated operational plans for active orders and deployments, including delivery dates, milestones, dependencies, and customer commitments.
- Ensure order, production, service, compliance, and customer-readiness requirements are complete before work advances.
- Lead readiness and first-article reviews, ensuring unresolved requirements and risks have accountable owners and resolution plans.
- Maintain accurate deployment information across designated planning and account-management systems.
Production and Delivery Oversight
- Provide end-to-end oversight of production, integration, logistics, shipping, and onsite delivery activities.
- Lead cross-functional delivery teams through influence, establishing priorities, clarifying responsibilities, and driving accountability without direct reporting authority.
- Monitor progress against commitments and drive resolution of schedule, capacity, quality, readiness, and delivery issues.
- Escalate material risks with clear impact assessments, recommended actions, and decision requirements.
Performance and Business Reviews
- Analyze and communicate operational performance, delivery outcomes, risks, and improvement priorities.
- Develop and present customer business-review materials using relevant production, quality, deployment, and delivery data.
- Oversee root-cause analyses, incident records, corrective actions, and customer-raised concerns through resolution.
- Identify recurring performance trends and drive accountable improvement actions.
Operational Leadership and Continuous Improvement
- Lead customer and internal operational forums, translating discussions into clear decisions, ownership, and measurable progress.
- Establish operating rhythms that strengthen execution discipline, risk management, accountability, and customer visibility.
- Build alignment across Sales, planning, production, logistics, engineering, and delivery teams while constructively addressing competing priorities.
- Hold cross-functional team members accountable for commitments while maintaining collaborative, service-oriented relationships.
- Lead practical improvements to deployment processes, controls, tools, reporting, and ways of working.
What youll be doing
- This position has no direct reports but provides operational leadership to cross-functional teams supporting assigned customer deployments.
- Establishes priorities, clarifies roles and expectations, and drives accountability for commitments, actions, and results.
- Leads through influence, building alignment across Sales, planning, production, engineering, logistics, and delivery teams.
- Addresses competing priorities and performance barriers constructively, escalating unresolved issues when appropriate.
- Promotes a collaborative, professional, and service-oriented environment focused on customer outcomes and operational excellence
- Bachelor's degree or equivalent relevant experience.
- 5-10 years of experience leading complex customer deployments, service-delivery programs, or operational initiatives within the technology services, data center, network infrastructure, systems integration, or a comparable industry.
- Experience engaging customers and senior stakeholders; professional services experience preferred.
- Legally eligible to work in the United States.
- Strong service orientation and commitment to responsiveness, accountability, quality, and customer outcomes.
- Demonstrated ability to lead through influence, establish direction, build alignment, and hold cross-functional stakeholders accountable.
- Executive presence, professionalism, and strong business judgment in customer and leadership interactions.
- Excellent written, verbal, presentation, facilitation, and relationship-management skills.
- Ability to balance customer expectations with operational capacity, delivery risk, quality, and business priorities.
- Proven ability to anticipate risks, assess impacts, drive issue resolution, and escalate effectively.
- Strong analytical and organizational skills, with the ability to oversee multiple deployments, priorities, and dependencies simultaneously.
- Ability to analyze operational performance and translate data into clear business-review insights and improvement actions.
- Working knowledge of technology deployment, production, integration, logistics, and service-delivery practices.
- Proficiency with enterprise planning, project-management, order-management, and deployment-tracking tools.
- Ability to establish practical, repeatable processes and drive consistent adoption across cross-functional teams.
- Ability to travel up to 50 percent based on customer and business needs.
What you can expect
There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We're a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country's best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us