Expert Support Engineer- Program Manager - Support

• Program Manager is responsible for leading and governing multiple complex engagements within the Surround Support portfolio. This role will be responsible for driving end-to-end program execution, stakeholder alignment, and delivery excellence across multiple customer accounts and cross-functional teams.
• The Program Manager acts as a strategic interface between customers, delivery teams, and leadership, ensuring high-quality service delivery, proactive risk management, and continuous improvement across all engagements.

• Lead and manage multiple concurrent programs/projects across Surround Support engagements
• Establish robust governance frameworks including cadence calls, reporting, and risk management
• Act as the primary interface for senior customer stakeholders, Account Leads, and internal leadership
• Build strong relationships across Product Development (PD), Platform Engineering (PE), and Support teams
• Provide executive-level updates, EBR/QBR inputs, and program status reports
• Oversee program planning, resource allocation, and capacity management
• Ensure alignment across multiple workstreams, dependencies, and delivery milestones
• Track and manage risks, issues, mitigation plans, and escalations
• Drive initiatives to improve operational efficiency, automation, and process maturity
• Promote best practices in incident management, batch monitoring, and service delivery
• Identify opportunities for optimization, cost efficiency, and value realization

• 15+ years of experience in IT services, support, or program management roles and AI
• Proven track record of managing large-scale, multi-project programs
• Experience in customer-facing roles with enterprise clients
• Certifications preferred: PMP / PgMP / PRINCE2
• Bachelor’s degree required; Master’s degree preferred
• Strong expertise in programming methodologies (Agile, Waterfall, Hybrid)
• Proven ability to manage large, complex, multi-customer programs
• Excellent stakeholder management and executive communication skills
• Strong analytical and problem-solving capabilities
• Ability to operate effectively in a 24x7 global delivery model

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.