Program Manager / Program Director

Program Manager / Program Director – MSP Client Solutions

Location: Buffalo, NY [Hybrid]Employment type: Full-time, permanent

About the Role

The Program Manager / Program Director leads the Program Management Office (PMO) for a designated Managed Service Provider (MSP) client in the Buffalo area, with accountability for program performance, growth, and long-term value creation. We’re looking for a strategic, driven leader who can move beyond transactional delivery to actively grow, evolve, and elevate the program.

Operational excellence is the foundation, but you’ll also partner with senior and executive stakeholders, articulate program value, identify expansion opportunities, and drive revenue through innovative solutions and new ways of working. You’ll position the program as a strategic partnership, not simply a service delivery model.

What You’ll Do

You’ll provide strategic and operational leadership to the PMO, overseeing delivery of Statement of Work (SOW) requirements and Contingent Labor solutions while driving the commercial success and future-state evolution of the program. This includes developing and executing sourcing and buying strategies across all applicable spend categories, and partnering with client leaders and cross-functional teams such as Procurement, Legal, IT, HR, and Finance to align with broader business objectives.

Program Leadership & Growth

• Define, articulate, and continuously reinforce program value, partnering with internal subject matter experts and client leadership to align outcomes to business priorities

• Identify, prioritize, and pursue program growth and expansion opportunities, including scope increases, service enhancements, and new solutions

• Develop and execute strategic sourcing and cost optimization initiatives that deliver measurable business impact

• Provide executive-level insights, trends, and data-driven recommendations, translating operational performance into meaningful outcomes for senior stakeholders

• Act as a visible, confident leader who can influence direction and decisions at Director, VP, and executive level

Program Management & Value Delivery

• Build and maintain strong, trust-based client relationships, positioning the PMO as a strategic partner

• Ensure consistent achievement of SLA and KPI targets while driving operational excellence at scale

• Leverage data, analytics, and market insight to support continuous improvement and innovation

• Lead supplier performance management, ensuring accountability and strategic alignment

• Drive implementation of program enhancements, process improvements, and new ways of working

• Ensure accurate billing, reporting, and delivery of clear, actionable analytical insights that demonstrate value and ROI

Team Leadership

• Lead, develop, and inspire the PMO team, setting clear expectations and fostering a forward-thinking, growth-oriented mindset

• Ensure consistent, high-quality communication across corporate, client, and team audiences

• Proactively address and resolve program, team, and personnel issues with professionalism and urgency

Financial & Commercial Performance

• Own and deliver the program’s financial objectives, with a strong understanding of all P&L components, including spend, revenue, system costs, operating expenses, and operating income

• Contribute to revenue growth, margin improvement, and the long-term commercial sustainability of the program

What You’ll Bring

• Proven experience leading and growing MSP programs within complex enterprise environments

• Strong commercial acumen, with the ability to link program performance to revenue and value creation

• Confidence engaging executive stakeholders and delivering credible thought leadership

• Deep understanding of procurement and supply chain management principles

• Experience with VMS and ERP systems

• Strong analytical capability, including Excel, Power BI, or similar tools

• Excellent planning, organizational, and problem-solving skills

• Contract negotiation and supplier management experience

• Strong communication, collaboration, and conflict resolution skills

• Ability to lead distributed and onsite teams

• Proficiency in the MS Office Suite

Education & Experience

• Bachelor’s degree in Business, Supply Chain Management, Engineering, or a related field (MBA preferred)

• Minimum of 7 years of experience in MSP, procurement, or supply chain roles, with demonstrated progression into strategic leadership responsibilities