Job Summary
The Manager of Program Services is responsible for leading a team of Program and Project Managers delivering ERP and Power Platform (PP) implementation projects. This role is primarily internally focused and ensures consistency, accountability, and quality in project execution by enforcing delivery standards, driving governance, and fostering a culture of collaboration and continuous improvement. The Manager is responsible for the adoption and continuous improvement of the Keystone Delivery Framework (KDF)—our agile, iterative delivery approach that aligns tools, processes, and best practices to drive consistency and efficiency—while also overseeing the use of key project management tools and providing portfolio reporting into project health. In addition to managing a team, this role maintains a partial billable allocation by . The Manager of Program Services plays a critical role in ensuring successful project outcomes, supporting client satisfaction, and strengthening the overall delivery organization.
Essential Functions
- Lead, manage, and develop the Program Management team, providing coaching, feedback, and accountability to ensure consistent, high-quality project delivery.
- Own and drive continuous improvement of project delivery processes, standards, and supporting tools (Keystone Delivery Model, Azure DevOps, PPM/Asana, Microsoft Project) within the Program Management team, and provide input to senior leadership on broader methodology refinements.
- Train and enable Program Managers in the effective use of delivery standards, templates, and tools, ensuring consistent application across projects.
- Monitor the ERP and PP project portfolio by ensuring Program Managers provide accurate and timely reporting on scope, budget, schedule, risks, and resources, and prepare consolidated portfolio reporting for senior leadership, highlighting key patterns, project health, and risks.
- Enforce governance and consistency in WBS structures, scheduling practices, project tracking, and change control across all delivery efforts.
- Ensure Program Managers provide accurate resource and capacity planning inputs into project management systems and collaborate with the Delivery Director (who oversees resources) to align project staffing with capacity and skills availability.
- Maintain a billable utilization target of up to 40% by directly managing a limited number of high-visibility or complex projects, modeling best practices for the Program Management team.
- Support at-risk projects by working directly with Program Managers, clients, and subcontractors to resolve issues and remove blockers.
- Partner with Solution Architects to balance project governance with solution integrity.
- Serve as an escalation point for Program Managers and act as a liaison with delivery leadership on significant client or project risks.
- Ensure lifecycle governance from onboarding through execution and closeout, including documenting lessons learned for continuous improvement.
- Ensure Program Managers accurately manage and report on project financials, including budget to actuals, burn rate, fixed fee management, and milestone billing.
- Define and track baseline delivery metrics/KPIs (e.g., on-time delivery %, budget variance, client satisfaction, risk trends) and hold Program Managers accountable to measurable standards.
- Foster a culture of accountability, collaboration, and continuous improvement, ensuring Program Managers grow in capability and delivery practices mature with the business.
Lead, Manage, and Accountability (LMA):
- Manage and mentor a team of Program and Project Managers.
- Participate in time entry and expense reporting review and approval process.
- Lead professional development initiatives to ensure team is staying relevant with the business applications, industry verticals, and program management best practices.
- Lead performance management for team members as well as provide frequent informal feedback.
- Participate in career growth and learning plans, performance reviews, and goal planning for team members.
- Identify team member strengths and development areas; drive professional growth through coaching, training, and skill enhancement.
- Participate in the recruiting process as well as rapidly onboard new team members.
- Encourage and support employee engagement to enhance the success of Arctic IT.
- Other duties as assigned.
Qualifications
- Bachelors’ degree in Business, Information Systems, Project Management, or related field (or equivalent experience).
- Minimum of 8 years of applied experience managing complex projects, preferably ERP, , PP or other enterprise application implementations.
- Minimum of 5 years of people management experience in a consulting or professional services organization.
- Proven capability to build and maintain client and stakeholder relationships, establishing credibility and confidence with business leaders.
- Strong working knowledge of project management tools and methodologies, including Microsoft Project; experience with Azure DevOps, PPM, or Asana preferred.
- Hands-on experience with Microsoft Dynamics 365 ERP and/or CRM/PP solutions strongly preferred.
- PMP, PgMP, or other recognized project management certification required (PMP strongly preferred).
- Applicants subject to background checks, drug testing and government security investigations and must meet eligibility requirements related to the clearance process.
- Valid driver’s license, insurance, and reliable personal vehicle.
Working Environment
The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 25%.
Reasonable Accommodation
It is Arctic Information Technology, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
Preference Statement
Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
Pay Transparency Statement
Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.
We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.
If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at [email protected].
*Hitting the Apply Now button below will take you to the job posting on the Doyon, Limited website. This is our parent company.