IT Technical Program Manager

Job description

Job responsibilities

• Own end-to-end IT program delivery for office/site openings, relocations, facility upgrades, and workplace tech launches from intake through operational handoff and 90-day stability.
• Create and operate the IT intake, prioritization, capacity-planning, and portfolio cadence used by IT leadership to commit to timelines and tradeoffs; deliver weekly program status that drives resourcing decisions.
• Build and maintain project plans with clear owners, milestones, dependencies, SLAs, and risk mitigations; reduce unplanned rework through continuous improvement.
• Coordinate cross-functionally with Facilities, Real Estate, Construction, Workplace, Security, Finance, People, Field Ops, and external vendors to align schedules, procurement lead times, and operational gates;
• Drive vendor scopes, SLA definitions, and vendor performance remediation; own vendor acceptance criteria and measurable KPIs (e.g., installation completion date, first-call resolution rate, post-launch incident rate).
• Ensure solutions are supportable, secure, documented, and instrumented for operational monitoring before handoff; establish runbooks, on-call handoffs, and a 30/60/90-day support stabilization plan for each launch.
• Run launch readiness reviews, post-launch retrospectives, and maintain decision logs, risk registers, launch trackers, and lessons-learned playbooks so future launches scale predictably.
• Measure and report program outcomes: percent of launches meeting readiness gates, mean time to remediate critical launch blockers, vendor SLA adherence, and reduction in post-launch incidents.