Consulting Program Manager

Job Description

Job Description

The Consulting Program Manager will be responsible for overseeing the planning, execution, and successful delivery of consulting projects across multiple clients. This role requires a strategic thinker with strong leadership skills who can manage complex projects, ensure client satisfaction, and drive continuous improvement. The Consulting Program Manager will work closely with clients, internal teams, and stakeholders to deliver high-quality consulting services that align with business objectives.

Key Responsibilities :

Client Engagement :  Act as the primary point of contact for the client, building strong relationships with key stakeholders, including IT leadership and business units / agencies. Understand the client’s objectives and ensure the program aligns with their strategic goals.

Program Leadership :  Lead the end-to-end delivery of the program, including assessment, design, implementation, and optimization. Develop a clear program roadmap, define milestones, and manage the program’s scope, budget, and timeline.

IT Service Management (ITSM) Expertise :  Leverage your deep knowledge of ITSM frameworks such as ITIL, COBIT, and ISO / IEC 20000 to assess the client’s current state, identify gaps, and develop a tailored improvement plan. Guide the client in adopting industry best practices.

Process Improvement :  Design and implement standardized processes that improve service delivery, increase efficiency, and reduce risks. Work with client teams to integrate these processes into their daily operations.

Risk Management :  Identify potential risks and issues throughout the program lifecycle. Develop mitigation strategies and work with client stakeholders to address challenges proactively.

Performance Measurement :  Establish metrics and KPIs to measure the success of the program. Provide regular reports and updates to the client’s leadership, highlighting achievements, risks, and areas for further improvement.

Team Leadership :  Lead a cross-functional team of consultants, analysts, and subject matter experts. Ensure that the team is aligned with program goals and deliverables, and foster a collaborative working environment.

Change Management :  Work with our change management team to drive the cultural and operational change necessary for successful program adoption. Provide training, coaching, and support to client teams to ensure they are equipped to sustain improvements.

Qualifications :

Minimum of 7-10 years of experience in program management, with a focus on IT service management or IT operations within a consulting environment.

Strong expertise in ITSM frameworks (e.g., ITIL, COBIT, ISO / IEC 20000) and experience in implementing these within large organizations.

Proven ability to lead complex, multi-year programs in a consulting role, delivering measurable improvements in IT service maturity.

Excellent client-facing skills with the ability to build trusted advisor relationships at all levels of an organization.

Strong leadership, communication, and interpersonal skills.

Ability to manage multiple priorities in a fast-paced consulting environment.

Project Management Professional (PMP) certification required.

Experience with ITSM tools (e.g., ServiceNow, BMC Remedy) is desirable.

Experience with big four consulting firms a bonus

Willingness to travel to client sites as needed.

This is a full-time salaried W2 position with our company, including very competitive benefits and a great team to work with!

Andrew Reise Consulting is a leading provider of customer experience solutions. We are committed to helping clients align their product and service delivery experience with the wants, needs and expectations of their customers. We work with clients to build customer experience strategies tailored to enhance the full customer lifecycle. Our strategy development offering is built on decades of experience working with Fortune 500 companies across industries to grow broader, deeper and longer customer relationships.

Our strategies and solutions are designed to put clients first and deliver practical solutions to improve their bottom-line. We start with strategy, but recognize the value of excellence in delivery. Our experienced consultants anticipate critical situations and are prepared to combat the typical pitfalls of customer experience programs. Above all else, we believe in solving problems, and are prepared to take on the most complex issues standing in the way of our client’s customer experience goals.

Andrew Reise is an equal opportunity employer.  We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination.