Program Manager

The Program Manager manages and is directly responsible for delivering consultative solutions for tactical/operational service delivery for the dedicated MSP account. Optimizes service to the client in a high quality, cost-effective manner for multiple locations.

Oversees, plans, directs and controls phases of the MSP account in order to increase productivity and encourage program growth within a fair and competitive environment.

• Manages client operations and service aspects as well as for the implementation, direction, quality and compliance program adherence, and management of a Managed Service Program (MSP) with multiple sites and suppliers. 
• Builds relationships with key decision makers at MSP organization and client enterprise. Establish and maintain rapport with the client.
• Acts as key contact for overall program management for their specific region/span of control. 
• Engages Pontoon resources (subject matter experts) and divisions in support of customer objectives. 
• Drives program evolution while keeping with client's strategic needs and expands program nationally and globally in cooperation with client. Coordinates, communicates and leads the change management efforts related to the MSP.
• Provides customer with regular updates regarding the MSP, including latest industry trends, best practices internally and externally as well as potential program enhancements.
• Designs and implements a team-results oriented culture, reinforcing collective results over individual results. 
• Provides assigned resources adequate oversight, training and leadership to ensure they reach potential. Acts as the day-to-day escalation contact for Program Consultants within the account.
• Supports MSP to ensure that financial goals and objectives are met or exceeded while ensuring full compliance on all Pontoon policies and procedures.
• Works with Business Analyst and other applicable resources to provide accurate, timely and complete performance analyses.
• Accountable for monthly/quarterly reporting of the MSP on the various metrics that have been established for the program. 
• Manages a yearly budget and P&L, including ability to provide monthly commentary on the financial position giving insight into status of achieving financial targets.
• Taking responsibility to challenge unknown costs, deliver revenue, margin and growth vision.
• Assists in the development and implementation of approved business plans for assigned skill sets or business units to maintain/expand sales. Reviews sales activity and recommends improvement programs as required.
• Develops and maintains knowledge of economic trends and changes affecting businesses.
• Oversees and maximizes use of VMS technology to ensure optimum, cost-effective, timely and high quality results.
• Conducts/participates in sales presentations and prepares and/or coordinates the preparation of proposals for new/expanded business.
• Surveys clients regarding perception of service. Visits clients to emphasize quality and service. Identifies opportunities for further growth of existing accounts. 
• Manages delivery of a quality program to include participation in the program QBR’s  with client as well as supplier community.
• Satisfies quality metrics that are established for the program and ensures supplier adherence to quality standards and compliance requirements.
• Supports the Program Director and/or Supplier Manager in the management of supplier relationships and partnership negotiations.
• Participates in special projects and performs other duties as assigned.

Education:

• Completion of post-secondary education in related field or 4 years of equivalent experience demonstrating progressive responsibility.
• Lean Six Sigma Green Belt or higher preferred.

Experience:

• Five (5) years’ work experience, with four (4) years in service level industry and a proven track record measured by increased responsibilities. 
• Previous account management experience is a must. Sales experience is preferred but not required. 

Knowledge, Skills & Abilities:

• Skilled in communicating effectively verbally and in writing, both in one-on-one and in group presentation situations.
• Ability to proactively establish and maintain effective working relationships across the organization.
• Ability to own the P&L within a business and to optimise opportunities in order to increase account growth.
• Proficient with Microsoft Office products, including Word, Excel, Access, PowerPoint, and Outlook

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organisation with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain.

The Adecco Group is proud to be an Equal Opportunity Employer. 

Posting date: 11-09-2025