Program Manager – Enterprise Transformation

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Act as the Program Manager for a phased transformation of the enterprise service management and business operations platform.

• Oversee workstreams spanning ITSM, CRM, quote-to-cash, client and contract management, service delivery, billing and financial workflows, platform configuration, data migration, integrations, reporting, testing, training, cutover, hypercare, and legacy-platform retirement.

• Direct phased migrations across various business units and operational teams.

• Handle program dependencies related to telephony, contact-center technologies, enterprise integrations, data readiness, business process decisions, and operational preparedness.

• Align executives, business owners, process owners, technical teams, end users, and external partners.

• Manage deliverables, dependencies, risks, escalations, and accountability related to vendors and implementation partners.

• Coordinate communications, user acceptance testing, training, adoption, go-live readiness, hypercare, and the transition to steady-state support.

• Lead enterprise programs and projects from initiation through planning, execution, implementation, stabilization, and transition to operational ownership.

• Create and maintain integrated project plans, scope, schedules, milestones, resources, budgets, dependencies, decision logs, action items, and delivery forecasts.

• Establish governance structures, meeting cadences, status reporting, stage gates, escalation paths, and decision-making forums.

• Provide executive and stakeholder reporting on program health, milestones, scope, schedule, budget, risks, dependencies, decisions, and required actions.

• Identify risks and issues, develop mitigation and recovery plans, clarify ownership, and drive resolution.

• Facilitate workshops to convert objectives and operational pain points into requirements, process designs, acceptance criteria, and actionable work plans.

• Advocate for project-management best practices and continuous improvement.

• Coordinate the development of enterprise data and reporting architecture, including the future-state Data Warehouse, source-system alignment, data ownership, reporting requirements, dependencies, and delivery sequencing.

• Coordinate initiatives involving business systems, integrations, data migration, reporting, analytics, automation, security, finance, CRM, telephony, service-management platforms, and other enterprise technologies.

⛳️ Requirements

• Bachelor's degree in business, Information Systems, Technology, Project Management, or equivalent practical experience.

• 7+ years of progressive experience in project or program management overseeing complex, cross-functional business and technology initiatives.

• Experience leading enterprise PSA, ITSM, ERP, CRM, data, analytics, or similar business platform transformation programs.

• Familiarity with HaloPSA, ServiceNow, ConnectWise, Autotask, FreshService, or comparable enterprise service management platforms.

• Experience supporting Data Warehouse, business intelligence, reporting, data governance, or enterprise data initiatives.

• Background in a managed service, IT services, legal, or professional services environment.

• Proven experience managing software vendors, implementation partners, systems integrators, and distributed internal teams.

• PMP, PgMP, ITIL Foundation, Agile, Scrum, or similar project/program management certification preferred.

• Ability to manage multiple interdependent workstreams, priorities, stakeholders, schedules, risks, dependencies, and delivery commitments.

• Strong understanding of scope management, planning and scheduling, budgeting, RAID management, governance, testing and implementation, and transition to operations.

• Experience facilitating discovery sessions, requirements gathering, process mapping, future state design, decision-making, and stakeholder alignment workshops.

• Experience coordinating business, application, data, architecture, integration, infrastructure, security, and operational teams.

• Excellent executive communication, facilitation, documentation, negotiation, problem-solving, and change leadership skills.

• Working knowledge of ITIL practices and service management.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Growth mindset and potential are valued equally alongside experience.