United States onlyThis is a remote position.
Location: Currently remote, will transition to onsite in future
Role Overview
Lead a large-scale managed services engagement with a strategic enterprise customer. Single point of accountability for delivery, compliance, customer success, financial performance, and renewal of a high-volume event operations program.
Key Responsibilities
Compliance & Risk (Core Pillar)
- Own end-to-end compliance across contractual, regulatory, and customer-mandated requirements.
- Maintain the compliance framework, lead audits, ensure 100% adherence to event-level controls and audit trails, and own the risk register.
- Build a compliance-first culture.
Customer Leadership
- Serve as the primary business lead and trusted advisor.
- Own the executive relationship, biweekly reviews, renewal, and expansion.
Program Delivery & Governance
- Deliver 300–500 events per month against SLAs and quality metrics.
- Maintain governance across intake, approvals, budget validation, scheduling, fulfillment, and reporting -with compliance checkpoints at every stage.
Stakeholder Management
- Orchestrate collaboration across requesters, budget owners, portfolio admins, PMOs, analytics, platform engineering, and partner vendors.
- Lead requester enablement and communications.
Platform & Catalog
- Partner with platform/product teams on the roadmap with compliance controls by design.
- Own catalog strategy, change management, and post-release communications with the catalog lead.
Financial & Operational Performance
- Own program P&L - budget, forecasting, and audit-traceable reporting.
- Drive efficiency through automation and continuous improvement.
Team Leadership
- Lead and scale a multi-disciplinary remote team.
- Drive accountability, compliance discipline, training attestation, and succession planning.
Reporting & Insights
- Deliver executive-grade reporting on delivery, compliance, financials, risk, and roadmap, backed by analytics.
Requirements
Required Qualifications
- Strong experience in program management, customer success, or managed services; 5+ years in leadership owning enterprise customer relationships.
- Demonstrated compliance ownership in a regulated or contractually rigorous program (audits, controls, remediation).
- Proven delivery of high-volume operational programs (multi-hundred deliverables/month) with strong SLA discipline.
- Experience leading large managed services engagements with global enterprises (Microsoft or hyperscaler preferred).
- Working knowledge of data privacy, information security, supplier governance, and financial controls.
- Strong P&L and financial acumen.
- Experience scaling multi-disciplinary teams of 25+ and influencing at executive level.
Preferred Qualifications
- Cloud services, technical event delivery, or hands-on lab platform background.
- Familiarity with the Microsoft Azure ecosystem and Microsoft partners ecosystem
- Certifications: PMP, ITIL, ISO 27001, CISA, or equivalent.
