Senior Program Director

Position Overview

Reporting to the Senior Director of Program Delivery, the Senior Program Director will spearhead the management and development of customer relationships within a designated portfolio of accounts. Acting as a trusted advisor to key stakeholders, this individual will safeguard and strategically grow Jolera’s presence, while also taking on Virtual CIO responsibilities - from pre-sales through to full-scale delivery and execution.

Ideal candidates will possess a solid foundation in IT Service Management, exceptional communications capabilities and a demonstrated history of achieving customer success. This is a senior-level role for a results-driven professional capable of blending a strong customer focus with sound business acumen and technical proficiency. A significant part of this role involves helping customers align technology solutions with their overarching business objectives and leading transformative strategies that drive organizational change.

Extensive background in large-scale private equity transformations—particularly in sophisticated manufacturing environments - is highly preferred. Frequent travel across Canada, the USA and Europe is required

Key Responsibilities

Customer Technology Leadership & Stewardship

• Collaborate with Jolera Operations, Architects and Leadership teams to anticipate and respond to customer technology needs.
• Conduct strategic technology planning sessions with key customer stakeholders to ensure alignment with business goals.
• Provide consistent, proactive updates to both internal teams and customers, tracking and managing technology initiatives.
• Maintain a holistic overview of each customer’s current IT landscape and work with them to map out an ideal technology future state.
• Partner with senior customer executives to define and drive robust IT Strategic Plans that support targeted business outcomes.
• Oversee customer onboarding, technology projects and other strategic undertakings, ensuring smooth coordination between Jolera teams and customer stakeholders.

Customer Administration & Business Support

• Manage customer agreements, including negotiation and renewals.
• Address and resolve customer concerns proactively, focusing on solution-driven actions.
• Oversee invoicing, reporting and financial administration to guarantee accuracy and punctuality.
• Ensure the CRM system is consistently updated with comprehensive customer data, including contacts, opportunities and contracts.

Customer Relationship Management & Development

• Establish and foster strong relationships with key customer executives, becoming the primary contact for IT strategy and service-related inquiries.
• Lead strategic customer engagement by collaborating with internal teams to meet and exceed customer needs.
• Maintain productive relationships with third-party vendors and partners, ensuring alignment with customer requirements.
• Stay informed of customer business developments to proactively identify and address emerging needs.
• Ensure continual engagement by issuing timely invitations to events, acknowledging special occasions and offering personalized gestures of appreciation.

Senior Leadership Responsibilities

• Serve as a senior advisor, providing thought leadership on IT strategy, business transformation and organizational change management.
• Demonstrate executive presence and articulate complex IT concepts for both technical and non-technical audiences at all organizational levels.
• Champion the incorporation of business transformation and change management principles in client engagements, particularly within large, multifaceted settings.
• Mentor junior team members to cultivate a high-performance, customer-centric culture.
• Drive innovation and ongoing enhancements to both internal operations and customer solutions.

Requirements

• 10+ years of relevant IT experience with at least 5+ years in a senior leadership or director role, managing customer accounts and delivering strategic business outcomes.
• Proven success in business transformation, change management, and strategic IT planning for large, complex organizations—experience in manufacturing or private equity is especially beneficial.
• Advanced knowledge of ITIL…