Note: The job is a remote job and is open to candidates in USA. ICONMA is an IT Services and Consulting company seeking a Senior Program Manager for their remote location. The role involves aligning disparate initiatives, managing incidents and problems, and ensuring operational excellence through metrics and governance frameworks.
Responsibilities
- Ability to align disparate initiatives into a single execution model, Strong escalation management and decision facilitation
- Incident & Problem Management Domain Expertise - Understanding of: Incident lifecycle (triage → response → closure → PIR), Problem management (RCA, corrective actions, governance). Familiarity with: Incident Management operating models, Severity models, SLAs, and response structures
- Operational Excellence & Metrics Focus - Strong ownership of: MTTR reduction strategies, TTN / communications SLAs, KPI/OKR tracking and reporting. Ability to translate metrics into execution actions and accountability
- Governance, Risk, and Control Discipline- Experience building program governance frameworks (RAIDD, SteerCo, reporting), structured decision-making and approvals. Ability to enforce process standardization and accountability across workstreams
- Cross-Functional Stakeholder Management (Executive Level) - Proven ability to manage, senior leaders (SVP/VP level), technical teams (SRE, engineering), and client-facing organizations. Strong executive communication
- Complex Systems & Tooling Awareness - Familiarity with ServiceNow / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns. Ability to understand dependencies across platforms and workflows
Skills
- Ability to align disparate initiatives into a single execution model, Strong escalation management and decision facilitation
- Incident & Problem Management Domain Expertise - Understanding of: Incident lifecycle (triage → response → closure → PIR), Problem management (RCA, corrective actions, governance). Familiarity with: Incident Management operating models, Severity models, SLAs, and response structures
- Operational Excellence & Metrics Focus - Strong ownership of: MTTR reduction strategies, TTN / communications SLAs, KPI/OKR tracking and reporting. Ability to translate metrics into execution actions and accountability
- Governance, Risk, and Control Discipline- Experience building program governance frameworks (RAIDD, SteerCo, reporting), structured decision-making and approvals. Ability to enforce process standardization and accountability across workstreams
- Cross-Functional Stakeholder Management (Executive Level) - Proven ability to manage, senior leaders (SVP/VP level), technical teams (SRE, engineering), and client-facing organizations. Strong executive communication
- Complex Systems & Tooling Awareness - Familiarity with ServiceNow / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns. Ability to understand dependencies across platforms and workflows
- 5 Years of Experience
- Program Management
- Project stockholder Management
- Domain knowledge
Benefits
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Company Overview
ICONMA: Your Partner in Global Staffing Solutions and Digital Transformation ICONMA is a globally recognized, Woman-Owned staff augmentation and technology consulting firm. It was founded in 2000, and is headquartered in Troy, MI, US, with a workforce of 1001-5000 employees. Its website is http://www.iconma.com.