Senior Program Manager

Who We Are

Movate is a human-centered technology and experience services company redefining business operations and customer engagements through technology-led delivery that drives superior business outcomes. With over 12,000 full-time "Movators" across 21 global locations—and a gig network spanning 60 countries—we bring speed, innovation, and adaptability to every engagement.

We specialize in managed IT and customer support services, digital transformation, and AI-powered solutions built on five proprietary platforms. From digital infrastructure and engineering to CX, enterprise product services, and AI/data services, our award-winning, insights-driven approaches empower clients to transform and thrive.

Our name—Movate—comes from a blend of Momentum + Innovate, reflecting our ethos of agile, creative problem-solving.

Role Overview:

We are looking for a strong, growth-oriented Senior Program Manager to own and expand a large strategic account. The role is currently anchored in Digital Workplace Services (DWS) delivery, but the candidate's primary mandate is to build deep customer connects, identify whitespace, and drive account growth into adjacent service areas beyond DWS – including Network, Security, Cloud, and Application services. This is a US-based, Bay Area, California position supporting a North America strategic account. This is a customer-facing, growth-first role: the ideal candidate combines credible program delivery oversight with the instincts and relationship-building skills of an account grower, acting as the trusted advisor and go-to-market partner for the client's broader infrastructure and digital agenda.

Primary Goals (Top Priority)

• Customer Connect: Build and sustain trusted, senior-level relationships with client stakeholders (CIO/CTO office, business unit leaders, procurement) to become the first point of contact for new opportunities.
• Account Growth: Proactively identify, shape, and win new scope beyond the current DWS engagement – expanding into other infrastructure, cloud, security, and digital workplace-adjacent towers.
• Trusted Advisor Positioning: Bring market insight, benchmarking, and innovation ideas to client conversations that position the organization as a strategic partner, not just a service provider.
• Pipeline Ownership: Maintain and actively manage an account growth pipeline, partnering with sales, pre-sales, and solutioning teams to convert opportunities into signed scope.

Key Responsibilities

• Act as the primary relationship owner and growth driver for the account, spending significant time with client stakeholders to understand their evolving business priorities and technology roadmap.
• Identify and pursue opportunities to expand the account beyond Digital Workplace Services into adjacent areas such as Network Operations, Security Operations, Cloud, Data Center, and Application services.
• Partner closely with sales, pre-sales, and solution architects to scope, price, and propose new services, renewals, and expansions, and personally drive these opportunities to closure.
• Own end-to-end program delivery for the current DWS engagement, ensuring adherence to SLAs, KPIs, OLAs, and contractual obligations, so that delivery excellence underpins the growth agenda.
• Lead governance cadences (daily/weekly/monthly/quarterly), including steering committees and business reviews, using these forums to reinforce customer connect and surface growth conversations.
• Serve as the primary escalation point for high-priority incidents and client issues, ensuring timely resolution so that customer trust – and the growth relationship – is protected.
• Champion workplace experience and digital transformation initiatives (DEX platforms, AI-led automation, modern device management) as proof points that support the broader growth narrative.
• Track and present account health metrics – CSAT/NPS, delivery performance, and growth pipeline – to internal and client leadership, tying service quality directly to expansion opportunities.
• Build relationships with OEM/vendor and technology alliance partners that can be leveraged to strengthen growth proposals.
• Ensure compliance with contractual terms, security policies, and regulatory requirements (ISO, SOC, GDPR) across all services delivered and proposed.

Experience Base (Current Anchor: Digital Workplace Services)

The account is currently anchored in DWS, so hands-on familiarity with the following is expected, though the role is not limited to this scope:

• Large-scale Service Desk operations (multi-lingual, 24x7, multi-channel) with ITSM platforms such as ServiceNow or Remedy.
• End User Computing (EUC), Deskside/Field Support, and Device Lifecycle/Mobility Management (Intune, SCCM, JAMF).
• Unified Communications & Collaboration platforms (Microsoft Teams, Zoom) and VIP/Executive Support programs.
• Workplace Experience and Digital Employee Experience (DEX) initiatives, including self-service and self-healing automation.

Qualifications & Skills

• 15+ years in IT infrastructure/managed services, with at least 5+ years in a customer-facing role carrying an explicit account growth, farming, or business development charter.
• Demonstrated track record of growing a strategic account – winning incremental scope, cross-selling, or upselling beyond an initial service line.
• Strong executive presence and stakeholder management skills, with experience building and sustaining senior client relationships (CIO/CTO level and above).
• Working knowledge of Digital Workplace Services delivery models, SLAs/KPIs, and pricing models (fixed-price, T&M, managed services), with the ability to credibly discuss adjacent towers (Network, Security, Cloud).
• Experience partnering with sales and pre-sales teams on solutioning, commercial proposals, and deal closure.
• Excellent negotiation, communication, and consultative selling skills.

Certifications (Preferred)

• PMP, ITIL (v3/v4), COBIT
• Microsoft 365 / Modern Workplace certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) are a plus