Project Manager - Service Delivery in Worcester

Job Description

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Job Title: [Project Manager - Service Delivery]

Work Location: [Worcester, MA]

Work Arrangement: [Hybrid]

Employment Type: [Contract]

Salary/Wage Range: $[65] - $[75] per [hour]

Application Deadline: Applications are accepted on an ongoing basis until the position is filled.

Overview:

We are seeking an experienced and highly organized Program Manager to lead and oversee production support operations across multiple applications, platforms, vendors, and cross-functional teams. This role will be responsible for driving operational excellence through incident management, SLA compliance, security and risk mitigation, technical debt governance, metrics reporting, client engagement, and end-to-end coordination among internal and external stakeholders. The ideal candidate will serve as the primary operational leader, ensuring system stability, service reliability, continuous improvement, and effective communication between business stakeholders, technology teams, and third-party vendors.

Key Responsibilities

Production Support & Incident Management

• Lead production support operations across multiple applications and services.
• Establish and manage incident management processes, ensuring timely triage, escalation, resolution, and communication.
• Drive Major Incident Management (MIM) activities and coordinate war room sessions during critical outages.
• Conduct root cause analysis (RCA) reviews and track corrective and preventive actions.
• Monitor incident trends and identify improvement opportunities to reduce recurring issues.
• Ensure adherence to operational support procedures and best practices.

Service Level Agreement (SLA) Management

• Define, monitor, and govern operational SLAs, OLAs, and KPIs.
• Track service performance against agreed targets and drive remediation plans for SLA breaches.
• Develop and implement service improvement plans to enhance customer satisfaction and operational efficiency.
• Provide regular SLA performance reports to leadership and clients.

Technical Debt Management

• Establish governance processes for identification and prioritization of technical debt.
• Partner with engineering and architecture teams to create remediation roadmaps.
• Track technical debt backlog and ensure alignment with business priorities.
• Drive continuous improvements to system stability, maintainability, and performance.

Security Vulnerability & Risk Management

• Coordinate vulnerability assessment, remediation, and compliance activities across application and infrastructure teams.
• Track security findings from scans, audits, and assessments.
• Ensure timely resolution of critical and high-risk vulnerabilities.
• Collaborate with cybersecurity teams to support compliance, audit readiness, and risk mitigation initiatives.
• Monitor operational risks and develop mitigation strategies.

Metrics, Reporting & Governance

• Define and maintain operational dashboards and executive-level reporting.
• Analyze performance metrics including:
• Incident volumes
• Mean Time to Acknowledge (MTTA)
• Mean Time to Resolve (MTTR)
• SLA adherence
• Availability and uptime
• Technical debt reduction
• Vulnerability remediation status
• Release quality metrics
• Present operational insights and recommendations to leadership.
• Establish governance routines, review meetings, and performance tracking mechanisms.

Client & Stakeholder Management

• Act as the primary point of contact for operational and production support matters.
• Build strong relationships with business stakeholders aNnd clients.
• Communicate service health, risks, escalations, and improvement initiatives.
• Facilitate regular operational reviews and executive status meetings.
• Manage customer expectations and drive issue resolution to completion.

Cross-Team & Vendor Coordination

• Coordinate activities across development, infrastructure, security, QA, DevOps, and support teams.
• Manage relationships with third-party vendors and managed service providers.
• Ensure vendor accountability for service commitments and deliverables.
• Lead cross-functional dependencies and facilitate issue resolution across organizational boundaries.
• Drive alignment among geographically distributed and matrixed teams.

Continuous Improvement & Operational Excellence

• Identify process improvement opportunities and implement best practices.
• Support automation initiatives that improve service reliability and operational efficiency.
• Drive ITIL-aligned service management practices.
• Lead post-incident reviews and ensure lessons learned are incorporated into future processes.
• Foster a culture of accountability, continuous improvement, and customer focus.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field
• 8+ years of experience in IT Program Management, Service Delivery, Production Support, or Operations Management. Strong experience managing large-scale production support environments. Proven experience with incident management, problem management, and change management processes
• 8+ years of Experience managing multiple cross-functional teams and vendors. Strong understanding of application support, cloud platforms, infrastructure, and software delivery lifecycles.
• 8+ years of Experience with operational dashboards, KPI reporting, and executive communications. Excellent stakeholder management and client-facing communication skills.

Qualifications

• ITIL Foundation or ITIL Managing Professional certification.
• Experience with Agile, Scrum, DevOps, and Site Reliability Engineering (SRE) practices.
• Familiarity with ServiceNow, AppDynamics, or other monitoring tools.
• Experience in regulated environments and security compliance frameworks.

How to Apply - email shrey.sharma@nlbtech.com or call 904-425-1643

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Equal Employment Opportunity

NLB Services is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to , , , (including , and ), , , , genetic information, protected veteran status, or any other characteristic protected by applicable law.

Reasonable Accommodation

NLB Services provides reasonable accommodations during the recruitment process as required by law. Applicants requiring an accommodation due to a , -related limitation, or sincerely held belief, practice or observance may contact their recruiter or email notifications@nlbservices.com.

Benefits

Based on employment status and assignment, eligible employees may receive benefits, such as Medical, Dental and Vision Insurance, Health Insurance, Insurance, etc. Eligibility and benefit terms vary by assignment.

Other Important Terms

- Applicants must be legally authorized to work in the United States.

- Any employment offer may be contingent upon job-related screening, employment eligibility verification and other requirements permitted by applicable law.

- Following a conditional offer of employment, candidates may be required to complete job-related background screening, which may include criminal history checks and/or drug testing, as applicable and permitted by federal, state, and local law.

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