Role Description The Program Delivery Coordinator will be responsible for leading IT operations teams and managing IT projects to support enterprise-grade software systems. Qualifications - 8+ years of experience leading IT operations teams supporting enterprise-grade software systems. - 5+ years of experience managing IT projects. - Strong background in systems administration and software application support. - Minimum 2 years of hands-on experience with ServiceNow SPM and CWM modules. - Experience with digital workflow platforms (ServiceNow or similar) for ITSM processes. - Experience working with Agile, Scrum, or Kanban methodologies. - Experience with UAT processes and system upgrades. - Knowledge of change management practices. - Understanding of SDLC and release management processes. - Strong organizational, analytical, and problem-solving skills. - Ability to work independently in fast-paced environments. - Experience documenting processes and technical requirements. - Familiarity with cloud technologies and migration strategies. - Strong collaboration and stakeholder management skills. - Bachelor's degree or equivalent relevant experience. Requirements - Experience with Student Information Systems (SIS), preferably PowerSchool. - Experience in K-12 education technology or public sector environments. - PMI certification (PMP or PgMP preferred). - Agile certifications (CSM, PMI-ACP). - ITIL certification or IT service management experience. - ServiceNow certification or administration/configuration experience. - Six Sigma or Lean certification. - Experience with enterprise application architecture and system integration. - Experience working with third-party vendors and enterprise software providers. - Familiarity with IT security standards and compliance requirements.

• Own and continuously improve the IT FinOps governance framework across cloud, IT infrastructure, applications, managed services, and IT operations. • Ensure end-to-end transparency of IT service costs, including cloud consumption, licensing usage, compute/token consumption for AI, provider charges, and operational run costs. • Work closely with the Senior IT Service Manager and Digital Leadership Team to align service performance (SLA/KPI), consumption, and financial outcomes. • Monitor, control, and optimize IT spent against budgets, forecasts, contracts, and commercial models. • Identify, prioritize, and drive cost optimization initiatives across IT services, cloud platforms, software licenses, AI consumption and managed service consumption. • Establish and maintain cost reporting and dashboards, including run-rate tracking, cost trends, budget deviations, and savings realization, supported by proactive alerting and the initiation and coordination of corrective management actions. • Own commercial governance activities, including review and validation of provider invoices, consumption reports, service credits, and change-related costs. • Actively challenge external service providers on cost drivers, inefficiencies, and non-compliant or unclear charges. • Drive cloud cost optimization practices (e.g., rightsizing, tagging, reserved capacity, lifecycle management, anomaly detection). • Provide financial insights and cost transparency in service governance forums and performance reviews. • Collaborate with Enterprise Architecture and Domain Experts to assess the financial impact of architectural and technology decisions. • Evaluate and quantify the financial impact of service changes, projects, and transition activities. • Track and ensure realization of cost savings and optimization benefits. • Promote a FinOps culture across IT and business stakeholders, strengthening cost ownership and accountability. • Drive continuous improvement through automation, tooling, and advanced analytics (e.g., dashboards, AI-driven insights). • Create clear financial ownership for IT services (who pays for what). • Establish chargeback or show-back mechanisms to the respective business owner. • Monitor asset lifecycle and prepare budget for required replacements. • Support the IT Project Manager regarding budget planning and management.

• Manage the operational relationship with external IT service providers and ensure delivery against agreed contractual commitments. • Monitor provider performance against agreed SLAs, KPIs, OLAs, and service quality targets. • Lead regular service review meetings, operational governance forums, and performance discussions with external providers. • Ensure cost transparency and optimize service consumption in collaboration with providers and Finance. • Take responsibility for supplier management and spend oversight within the assigned service scope. • Challenge service providers where performance gaps, recurring issues, or delivery risks are identified. • Drive corrective actions, service improvement plans, and escalation management where required. • Own the end-to-end Incident Management process and Change Management process across the IT service landscape. • Chair or coordinate major incident bridge calls and ensure timely stakeholder updates. • Establish and maintain a robust service governance model across internal and external stakeholders. • Lead and track continuous service improvement initiatives, including the adoption of automation, AI-driven capabilities, and self-service solutions. • Act as a trusted service management contact for internal IT stakeholders, business representatives, and external providers. • Manage expectations and ensure alignment between business priorities and IT service delivery.

• Prepare and submit permit applications, including DOT, pole attachments, ROW, and traffic control permits, in compliance with local, state, and federal regulations; • Research and interpret jurisdiction-specific policies and GIS data to support permit accuracy; • Initiate Joint Use Pole and ROW permit applications and support Pole Loading Analysis (PLA) and Make Ready Engineering (MRE) reviews; • Track permit statuses using Smartsheet, KMZ files, Excel, and permit management systems to monitor submissions, approvals, and expiration dates; • Coordinate with Engineering, Field, GIS, and Permitting teams to maintain project schedules; • Communicate proactively with permitting agencies to resolve issues and avoid delays; • Maintain clear communication channels using Teams, Outlook, and other collaboration tools.