IT Delivery & Program ManagerLocation: Wilmington, Delaware, USA (on-site)Work Authorization: Candidates with US Citizenship or holding Green Card are preferred90k AmtrakRequired experience:Candidates with a minimum of 15 years in IT project Delivery, including significant experience as a Delivery Manager and/or Program Manager preferredProven track record of managing large, complex projects and distributed teamsStrong stakeholder management and leadership skillsThe applicant must carry hands-on experience working in an ITIL environment with knowledge on Major Incident Management & NOC monitoring (24/7)Must be capable of analyzing complex data, reports and dashboards on ServiceNOW aim to improve SLAs, OLAsFamiliarity with the terms like shift-left, first-call-resolution (FCR) & automationAbility to work in fast-paced, client-driven environmentsExperience leading projects on Cloud & Infrastructure ServicesKnowledge on IT, Hardware and Applications preferredConfident & Capable to interact/manage and handle the clientsPatience while giving feedback, Open to change, multi-tasking skills, Excellent Interpersonal skillsExcellent skills on MS O365 / Data Analysis / Analytical Skills / Reporting / Dashboards / Project Management toolsKey Responsibilities & OutcomesCoach and monitor the team in handling day-to-day operationsShape the direction of the team, keep them focused and motivatedProvide thought leadership to foster a culture of innovation, develop novel solutions that improve business performance and contribute to organizational goalsIdentify automation opportunities and involve internal and client solution teams for implementationManage P&L of a portfolio with proven ability to forecast monthly and quarterly revenueEngage with key client stakeholders to ensure delivery meets customer expectationsConduct periodic reviews to track delivery milestones and processes; make informed decisions based on review outcomesWork with the Project leaders to determine strategy to achieve overall site goals –both in terms of performance and financesPrepare team’s roster and closely monitor shift coverageAssess performance of the Vendors and their performanceEnsuring Process flow as per Statement of Work (SOW)Governing performance on different metrics against the defined Service Level standards