Infrastructure Program Manager

Job Title: Program Manager Network Infrastructure

Location: Alpharetta, GA

Duration: Full Time

Job Summary:

The Program Manager Network Infrastructure is responsible for end-to-end delivery management of large-scale network infrastructure programs, encompassing service operations, financial governance, and client relationship management. This role ensures operational excellence, contractual compliance, and strategic alignment with customer business objectives.

Key Responsibilities:

Client Engagement & Program Management:

• Regularly connect with client stakeholders to review service performance and drive agreed outcomes to internal visibility and client closure.
• Lead the planning, execution, and governance of complex network infrastructure programs (LAN/WAN, SD-WAN, Wireless, Data Center, Cloud Connectivity, etc.).
• Oversee multi-tower service delivery (Network Operations, Service Desk, Field Support, etc.) to meet SLAs and KPIs.
• Drive transformation and continuous improvement initiatives across service operations.
• Coordinate cross-functional teams, vendors, and service partners to ensure seamless execution.
• Act as the primary point of contact for client executives and stakeholders.
• Lead service review meetings, QBRs, and executive reporting sessions.
• Translate client business objectives into actionable technology and service delivery goals.
• Ensure transparent communication, trust, and long-term partnership with clients.

Escalation Handling:

• Lead the resolution of client escalations with speed, transparency, and accountability.
• Coordinate with internal teams to investigate root causes and implement corrective actions.
• Communicate effectively with clients during high-impact incidents, ensuring timely updates and resolution.

Service Performance & Operations:

• Govern incident, problem, and change management in line with ITIL v4 principles.
• Drive operational excellence through proactive monitoring, root cause analysis, and service automation.
• Define and track operational KPIs availability, performance, MTTR, customer satisfaction, etc.
• Support operational readiness for new services, transitions, and migrations.

Governance & Reporting:

• Conduct regular service reviews with clients, presenting performance metrics, risks, and improvement plans.
• Prepare executive-level reports and dashboards for internal and client stakeholders.

Program Financials:

• Own program P&L, ensuring cost control, margin improvement, and forecast accuracy.
• Develop and track budgets, financial models, and billing/revenue schedules.
• Monitor resource utilization and optimize financial performance across service lines.
• Support contract renewals, change orders, and commercial negotiations.

Leadership & Team Development:

• Lead and mentor project and service delivery teams, fostering accountability and ownership.
• Promote a culture of collaboration, agility, and customer centricity.
• Partner with internal leadership to align on delivery priorities and strategic initiatives.

Skills & Qualifications:

• Bachelor s degree in engineering, Computer Science, or related field (Master s preferred).
• 10 years of experience in IT infrastructure delivery or program management, with strong exposure to network technologies.
• Proven experience in client-facing roles within IT service delivery or managed services.
• Strong escalation management and conflict resolution skills.
• Excellent communication, stakeholder management, and leadership capabilities.
• Familiarity with ITIL framework; certifications like ITIL, PMP, or Six Sigma are a plus.
• Knowledge of Network and Compute technologies will be an added advantage.
• Bachelor s degree in IT, Business, or related field.