We are seeking a Program Manager to own the build-out of enterprise-wide IT governance and shared services as a newly public company, where audit rigor, control ownership, and cross-functional accountability carry higher stakes than before. This is a direct report to the Senior Director of IT Infrastructure & Operations, with executive sponsorship for cross-functional prioritization and escalation. You will own four connected programs — Enterprise Service Management (ESM) rollout, CMDB governance, cross-functional audit and certification, and centralized metrics — each of which is currently without a single owner.

What You Will Do:

• Own ESM Rollout & Governance: Lead the expansion of our service management model beyond IT to functions such as HR, Legal, and Facilities. Define intake and workflow standards, onboard new departments onto the shared platform, and establish ongoing governance for the service catalog.
• Own CMDB Governance: Establish and maintain data quality standards for our configuration management database. Define configuration item (CI) ownership across teams, run recurring data audits, and ensure CMDB integrity underpins ESM and ITSM workflows.
• Lead Cross-Functional Audit & Certification: Own the audit and certification calendar. Coordinate evidence-gathering across teams, track remediation items to closure, and report status and outcomes to leadership.
• Build & Own Centralized Metrics: Design and implement a single source of truth for program and service metrics across IT functions. Standardize definitions, build recurring reporting cadences, and use data to drive prioritization decisions.
• Drive Cross-Functional Programs Without Formal Authority: Operate as the connective tissue across IT, HR, Legal, business application teams, and compliance/security stakeholders — none of whom report to you. This role carries direct executive sponsorship from the Senior Director of IT Infrastructure & Operations for cross-functional prioritization and escalation.

What You Bring:

• Experience: 5+ years in Program Management, IT Governance, ITSM/ESM, or GRC, ideally in a high-growth SaaS or newly public company environment.
• ESM/ITSM Platform Experience: Experience implementing or governing an ESM/ITSM platform across multiple non-IT business functions.
• Data Governance: Experience with CMDB or configuration/data governance practices — defining ownership, data quality standards, and audit cadence.
• Audit & Compliance: Experience supporting compliance, audit, or certification programs (e.g., SOC 2, ISO 27001, SOX), including coordinating evidence-gathering and remediation across teams.
• Metrics & Reporting: Proven ability to design and operationalize centralized metrics/reporting across a service organization.
• Leadership & Influence: Exceptional stakeholder management skills, with a demonstrated track record of driving execution across teams and leadership levels absent direct authority.
• Methodology: Familiarity with Agile/Scrum and ITIL; experience with Jira and Confluence highly desired.

#LI-CV1