Program Director

The Program Director will provide end-to-end leadership, governance, and commercial oversight for the Cloud Infrastructure & Security Services engagement, with particular accountability for translating contractual commitments and Statements of Work into executable delivery obligations.

The role will serve as the single point of accountability connecting contract commitments, service delivery, financial performance, transformation, governance, risk, and customer expectations.

A central expectation is that the Program Director does not merely administer the contract. The leader must ensure that what has been contracted is clearly understood, operationalized, measured, evidenced, governed, and delivered across all participating service towers and teams.

Provide overall leadership across the Cloud Infrastructure and Security Services program.

Establish an integrated governance model spanning service delivery, operations, transformation, commercial management and customer engagement.

Drive coordination across infrastructure, cloud, network, security and other applicable technology/service towers.

Hold tower/service leaders accountable for contractual and operational commitments.

Maintain an integrated program plan covering BAU service delivery, transformation initiatives, contractual commitments, risks and dependencies.

Resolve cross-functional issues requiring leadership intervention.

Act as a senior interface between delivery leadership and customer stakeholders.

Lead executive governance and service-management reviews.

Ensure governance discussions focus on contractual commitments, service performance, customer experience, risks and dependencies, financial/commercial position, transformation progress, and decisions required.

Create concise, fact-based executive reporting with clear accountability and recovery actions.

Establish confidence through predictable delivery and proactive communication rather than reactive escalation management.

Ensure contractual SLAs, KPIs and operational commitments are properly baselined and measured.

Establish service performance dashboards with associated evidence.

Review service failures, chronic performance issues and recurring incidents.

Drive corrective and preventive action plans for performance gaps.

Monitor service credits and other contractual consequences in coordination with commercial stakeholders where applicable.

Progress governance beyond traditional SLA reporting toward business outcomes and experience measures where appropriate.

Maintain alignment between contractual scope, delivery consumption and financial performance.

Partner with account/commercial leadership on revenue and cost management, resource consumption, margin protection, demand changes, change requests, and contractual impacts.

Identify revenue leakage, scope creep and unplanned delivery commitments.

Ensure additional customer requirements are evaluated through the appropriate commercial/change-control mecha nism before execution.

Maintain an integrated RAID register covering Risks, Assumptions, Issues and Dependencies.

Ensure security and compliance obligations are incorporated into program governance.

Track remediation commitments arising from audits, security events, operational failures or customer governance.

Escalate material contractual, service, security or financial risks promptly through the appropriate governance channels.

Ensure appropriate evidence is retained for contractual and governance obligations.

Develop and maintain a transformation roadmap tied to measurable operational and business outcomes.

Drive automation, observability, service-management optimization and AI-enabled operational improvements.

Prioritize transformation initiatives based on measurable impact such as service reliability, incident reduction, MTTR, automation, productivity, customer/employee experience, and cost optimization.

Ensure transformation commitments contained in applicable SOWs are integrated into the overall program plan rather than managed separately from operations.

Establish clear RACI across Program Management, Service Delivery, Tower Leads, Commercial, Transformation and supporting functions.

Drive accountability across geographically distributed teams.

Ensure resource capacity and skill requirements remain aligned with contractual commitments.

Identify capacity or capability gaps before they create customer impact.

Develop succession and dependency mitigation for critical delivery roles.

Executive presence: Able to represent the program credibly with senior customer and delivery leadership.

Commercial mindset: Understands the connection between delivery decisions, contractual commitments and financial outcomes.

Contract-to-delivery orientation: Can convert contractual language into measurable operational responsibilities.

Strong governance discipline: Creates transparency around commitments, risks, ownership and decisions.

Transformation leadership: Moves the engagement beyond BAU operations toward automation, AI-enabled operations and measurable business value.

Decisive escalation management: Surfaces risks early and drives corrective action rather than allowing issues to remain unresolved.

Cross-functional leadership: Can align infrastructure, cloud, security, service management, transformation, finance and commercial teams around common outcomes