Program Manager

Job Description

Job Description

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

We are seeking a Program Manager to lead and govern a POD-based operating model supporting enterprise clients. This role is a client-facing, program-level leader, responsible for end-to-end service delivery performance across the lifecycle of telecom service requests, New Orders, Repair, MACD, Systems Integration, Reporting, Escalation Handling amongst the core requirements, ensuring performance against MetTel SLO's, contracted SLAs and core KPIs, driving operational excellence, and providing executive-level visibility into outcomes, risks, and performance trends.

The Program Manager serves as the central point of accountability within the POD structure, aligning internal cross-functional teams to deliver consistent client experience, measurable performance, and continuous improvement.

Key Responsibilities

1. POD Leadership & Service Delivery Governance

• Serve as the operational leader for assigned POD(s), aligning Strategic Engagement & Transformation (SET), Sales, Day2 Care, Project Management, Invoice Integrity & Client Data Analytics (CDA), Engineering, and internal operational teams toward shared performance goals.
• Own and drive the POD operating cadence (daily reviews, weekly Senior Leadership overviews, backlog governance, aging management, priority alignment, action tracking).
• Ensure standardized intake, triage, escalation, and communication practices across all service request types.
• Maintain clear accountability and execution focus across internal teams.

1. SLA / KPI Performance Management & Data Analysis

• Monitor performance across all open service requests against SLO/SLA commitments.
• Analyze trends in cycle time, backlog aging, volume spikes, repeat issues, and performance gaps.
• Translate operational data into actionable insights and corrective action plans.
• Develop and maintain performance dashboards and executive summaries.

1. Enterprise Client Engagement

• Act as a senior client-facing executive operational leader for assigned accounts.
• Provide proactive updates and transparent communication regarding performance, risks, and mitigation plans.
• Prepare and deliver executive-ready materials for MBRs/QBRs and internal leadership forums.
• Represent MetTel's operational performance, wins, risks, and improvement roadmap.

1. Escalation & Critical Issue Leadership

• Lead operational escalations and severe service-impacting events within the POD.
• Coordinate rapid internal response and ensure structured communication cadence.
• Drive post-incident analysis and corrective/preventative action plans to reduce recurrence.

1. Process Optimization & Continuous Improvement

• Identify systemic process gaps across workflows (New Orders, Repair, MACD).
• Lead cross-functional root cause analysis and implement sustainable improvements.
• Enhance documentation standards, reporting consistency, and operational discipline.
• Promote a metrics-driven, accountability-focused POD culture.

Required Qualifications

• 10+ years of telecommunications industry experience , including enterprise client-facing account or service delivery management.
• Strong working knowledge of modern telecom/network technologies including SD-WAN, network appliances, transport/connectivity solutions .
• Demonstrated ability to analyze operational performance data and drive measurable improvement.
• Deep understanding of SLA governance, service lifecycle management, and performance reporting.
• Highly process-oriented with a proven ability to identify inefficiencies and implement structured solutions.
• Advanced presentation skills with experience delivering to senior leadership and enterprise client stakeholders.
• Strong executive presence and ability to influence cross-functional teams without direct authority.

Preferred Qualifications

• Experience operating within structured service management frameworks (ITIL-aligned environments).
• Familiarity with reporting/analytics platforms (Salesforce, ServiceNow, Power BI, Tableau or similar).
• PMP or similar program management certification a plus.

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $100,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

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