Program Manager - IT

Location: Wellesley Hills, MA

Onsite Flexibility: Remote

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $63.88 / Hour (USD)

Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This organization has implemented formal IT Operations Management practices based on the ITIL® framework processes, including Incident, Problem, Change, and Configuration Management. These practices support the stability, reliability, and continuous improvement of a complex global technology environment. The Major Incident and Problem Management Manager will be part of a dedicated team of professionals responsible for leading the response to technology disruptions and driving resolution through structured incident and problem management practices. The successful candidate will play a critical role in coordinating technical teams, facilitating communication, and ensuring incidents and problems are resolved efficiently while minimizing business impact.

Key Responsibilities

• Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings.
• Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement.
• Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities.
• Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
• Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks.
• Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities.
• Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure.
• Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.

Required Experience

• A minimum of 6 years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
• A minimum of 10 years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments.
• Demonstrated success implementing process improvements and driving operational efficiencies.
• Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
• Experience working with modern enterprise technologies, including system support, administration, or solution design.
• Experience using ServiceNow or other IT Service Management (ITSM) platforms.

Required Skills

• Strong organizational, planning, analytical, and problem-solving skills.
• ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management.
• Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues.
• Strong technical aptitude and an understanding of IT service delivery and operational support functions.
• The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences.
• Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders.
• Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders.
• The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment.
• The ability to remain calm and make sound decisions under pressure during critical incidents.
• A positive, proactive, and customer-focused approach.
• Availability to support North American business hours.
• Participation in a rotating on-call schedule to support critical incidents outside of regular business hours.
• Ability to work effectively within an agile and collaborative work environment.

Preferred Skills

• Strong experience in IT Service Management, including Incident, Problem, and Change Management.
• Familiarity with enterprise-scale business applications, technology platforms, and support models.
• Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience working in large, complex, and highly regulated technology environments.

Education Requirements

ITIL Foundation certification required.

Benefits

Medical, Vision, and Dental Insurance Plans, 401k Retirement Fund

About the Client

This leading global financial services organization offers insurance, investments, and asset management solutions, operating across international markets and serving a broad range of individual and institutional clients. The organization employs professionals across technology, program management, IT operations, financial services, and asset management functions who collaborate to support a complex and highly regulated global technology environment.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-16874 #e03e2d #LI-Remote