Role Description The IT Program Delivery Manager will lead an IT operations team supporting enterprise-grade software systems and manage IT projects. Qualifications - 8+ years leading an IT operations team supporting enterprise-grade software systems. - 5+ years managing IT projects. - Systems administration and software applications technical support background. - Minimum of two years of experience using ServiceNow SPM (Strategic Portfolio Management) and CWM (Collaborative Workspace Management) modules. - Experience using ServiceNow or similar digital workflow platforms. - Experience coordinating Agile, Scrum, or Kanban-based operational or project work. - Experience with User Acceptance Testing (UAT) processes. - Experience with change management practices. - Experience supporting process improvement and continuous improvement initiatives. - Understanding of the software development life cycle (SDLC) and operational release processes. - Experience coordinating work across technical teams, business partners, and external vendors. - Strong organizational and problem-solving skills. - Experience documenting operational processes, procedures, and technical requirements. - Understanding technical debt management and long-term system sustainability practices. - Familiarity with cloud-hosted applications and system migration efforts. - Demonstrated ability to build relationships and collaborate effectively across teams. - Planning, prioritization, and decision-making skills across competing operational priorities. - Bachelor's Degree or equivalent combination of education and relevant work experience. Requirements - Experience supporting Student Information Systems, preferably PowerSchool. - Experience working in K-12 education technology environments or large public sector organizations. - PMI certification, preferably PMP or PgMP. - Agile certification such as Certified ScrumMaster (CSM) or PMI-ACP. - Experience applying Agile, Scrum, and Kanban practices to operational and project work. - ITIL certification or experience working in an IT service management environment. - ServiceNow certification or experience administering or configuring ServiceNow workflows. - Six Sigma or Lean process improvement certification. - Experience supporting enterprise application architecture or system integration environments. - Familiarity with and experience supporting enterprise application architecture or system integration environments. - Experience coordinating work with enterprise vendors and third-party software providers. - Familiarity with IT security practices and compliance requirements. Company Description

Role Description Our client is seeking experienced IT Operational Support Specialists (L2/L3) to join its IT Mergers & Acquisitions (M&A) Operations team, a globally distributed group responsible for supporting large-scale acquisition integrations. This team plays a critical role in assessing, stabilizing, and integrating IT environments for newly acquired organizations. The role combines hands-on operational support with project-based integration work, ensuring continuity of services from acquisition through full integration into client's enterprise systems. Client has recently completed acquisitions totaling ~10,000 employees globally, making this a high-impact, fast-paced environment. Key Responsibilities - IT Service Operations - Provide L2/L3 support across infrastructure, applications, and end-user environments during M&A integration - Ensure stability, availability, and continuity of IT services through transition phases - Support both on-prem and cloud environments - Incident & Request Management - Own and resolve incidents and service requests via ServiceNow in line with SLAs - Perform: - Triage & impact assessment - Root cause analysis - Resolution & escalation - Act as a key point of contact during critical incidents, coordinating across global teams - Provide hands-on support across: - Workstations & endpoints - Servers & infrastructure - User accounts & access - M&A Integration Support - Support infrastructure migrations and security remediation efforts - Assist with operational readiness for major integration milestones - Identify recurring/systemic issues and drive improvements - Partner with internal teams and vendors across acquired entities - Support hardware deployment and supply chain coordination - Governance & Documentation - Maintain and enhance: - Runbooks - Knowledge articles - Operational documentation - Ensure accurate ticketing and reporting data - Identify trends to inform integration strategy and remediation planning - Contribute to M&A operational data repository - Transition to Steady-State - Support handover to client core IT operations, including: - Documentation validation - Knowledge transfer - Post-transition stabilization - Technical Environment - Microsoft ecosystem (M365, Teams, SharePoint, Azure) - Enterprise infrastructure: - Servers, storage, backup - Endpoints and identity management - ITSM tools (ServiceNow preferred) - Exposure to networking concepts (no deep specialization required) Qualifications - 5-8+ years of experience in L2/L3 IT Support - Experience supporting enterprise environments (5K-10K+ users, global preferred) - Strong hands-on experience with: - End-user support (workstations, identity, M365 tools) - Infrastructure (servers, storage, backup, VDI) - Microsoft ecosystem (Teams, SharePoint, Azure) - Experience working in multi-vendor, global IT environments - Strong communication skills with both technical and non-technical stakeholders - Ability to manage multiple concurrent projects/issues in a fast-paced setting Requirements - Prior experience supporting M&A integrations or IT transformations - Exposure to both smaller organizations and large enterprise environments - Experience with: - ServiceNow or similar ITSM tools - ITIL-based service management - Cybersecurity and information security practices - Strong documentation skills (Visio diagrams, runbooks, SOPs) Notes for Recruiters (Important) - Top priority: Strong communication + adaptability (not just technical depth) - Must have true L2/L3 hands-on experience (not just ticket routing) - Look for candidates with: - Enterprise/global exposure - M&A or integration experience (big plus) - Ability to handle fast-changing environments

• Define and execute the strategic roadmap for the Microsoft 365 environment. • Stay current with Microsoft’s release cycles and feature updates, assessing their potential value and impact on the business. • Drive adoption of new M365 features and collaboration tools across the enterprise. • Manage, mentor, and develop a team of M365 engineers and administrators. • Oversee the day-to-day administration of the M365 tenant. • Partner with Information Security and Compliance teams to design and enforce M365 security policies. • Manage the technical relationship with Microsoft and relevant third-party vendors.

• Manage, coach, and mentor a dynamic team of learning professionals. • Oversee all employment activities, from hiring and performance evaluations to career pathing and succession planning. • Invest intentionally in people’s growth by creating an environment where teammates feel supported, valued, and empowered. • Guide team and project calls, ensuring alignment on project statuses, new assignments, and strategic direction. • Represent the Technology L&D team on external departmental committees, sharing insights, and driving alignment. • Lead the deployment of learning programs for critical Technology initiatives. • Ensure training aligns with current best practices in corporate learning, digital transformation, and technology enablement. • Maintain rigorous oversight over all training deliverables, platforms, and internal/external team-facing documentation to ensure the highest instructional and operational standards. • Track, analyze, and report on department metrics. Compile up-to-date dashboards to measure learning effectiveness and drive continuous process improvement.