Services Support Manager

Role overview

This position focuses on leading major client programs end to end, coordinating across technical teams, global internal groups, partner organizations, and, where needed, the customer. The role calls for a seasoned leader with a track record of handling technology programs with budgets of at least $25MM, managing distributed matrixed teams of 10 or more, and presenting confidently to senior audiences. Experience preparing and estimating client statements of work is also essential.

Key responsibilities

• Set up and maintain program governance, including status updates, issue and risk tracking, stakeholder communications, and other control routines and documents needed to keep the program on track.
• Apply strong problem-solving ability and persist until issues are fully resolved.
• Bring deep knowledge of service delivery approaches, especially those centered on continual improvement and adapting to shifts in the service environment.
• Track milestones, risks, issues, and decisions at the program level.
• Lead decision-making activities when required.
• Partner with leadership and technical leads to ensure the program is properly staffed and resourced.
• Escalate program issues and drive mitigation actions for risks.
• Own program budgeting, forecasting, and overall financial management to ensure alignment with financial goals.
• Oversee program-level procurement reporting and transparency.
• Make sure roles, responsibilities, and staffing plans are aligned.
• Own delivery quality and ensure the program is executed from start to finish.
• Maintain strong stakeholder engagement so communication and decisions happen at the right level.
• Prepare executive-level reports and present them to the designated senior stakeholders.
• Keep the program aligned to the agreed statement of work.
• Work with leadership and relevant team members to define the statement of work and any subsequent changes.
• Monitor customer satisfaction, delivery quality, and profitability.
• Provide matrixed oversight to project managers assigned to the program.
• Coach and support project managers and other team members to improve productivity and deliver high-quality outputs.
• Set long-term objectives for the program or portfolio.
• Ensure program resources are onboarded and offboarded smoothly.
• Act as the communication bridge between program teams and senior leadership.

Qualifications

• A bachelor’s degree in arts or sciences is preferred.
• At least 2 years of active program management experience is required.
• At least 7 years of project management experience is required.
• Background in managing, monitoring, and forecasting budgets and financials for large programs.
• Ability to understand the visibility and reporting needed to clearly show the program’s financial health.
• Capable of working independently while keeping delivery firmly on schedule.
• Strong collaboration skills.
• Excellent communication abilities across written, spoken, and presentation formats.
• PMP certification from PMI or Prince2 is preferred.

Additional information

Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates. Employment type: full-time, onsite. No salary, openings, start date, or application deadline were provided.