Sr. Program Manager, SBS Service Technology

ADP is seeking a highly motivated Senior Program Manager, Service Technology to join the Service Operations team. This role is responsible for driving complex, cross-functional technology initiatives that improve associate productivity, simplify business processes, and enhance client outcomes.

The successful candidate will combine strong program leadership with technical acumen, strategic thinking, and operational excellence. They will lead multiple concurrent workstreams spanning technology, process, people, and organizational change while ensuring alignment to business priorities and measurable outcomes.

This role requires someone who thrives in ambiguity, quickly understands complex business and technology environments, and is passionate about simplifying processes, eliminating duplication, and delivering results at scale. The ideal candidate is equally comfortable engaging with senior executives, business leaders, product teams, and engineers to drive initiatives from concept through execution.

Key Responsibilities

Strategic Program Leadership

• Lead a portfolio of high-impact initiatives aligned to Service Operations and enterprise strategic objectives.

• Drive programs from ideation through planning, execution, implementation, adoption, and benefits realization.

• Partner with executive stakeholders to define priorities, success measures, and expected business outcomes.

• Ensure alignment between business objectives, technology investments, and operational execution.

• Translate strategic vision into actionable roadmaps and measurable deliverables.

Technology & Transformation

• Develop a strong understanding of service technologies, platforms, integrations, automation capabilities, data flows, and operational dependencies.

• Serve as the bridge between business stakeholders and technology teams to ensure solutions address real business challenges.

• Collaborate with Product, Engineering, Architecture, Data, and Operations teams to drive successful execution of technology initiatives.

Execution Management

• Manage multiple concurrent initiatives across diverse business and technology domains.

• Coordinate interdependencies across teams, functions, vendors, and stakeholders.

• Establish governance structures, program plans, risk management processes, and executive reporting mechanisms.

• Anticipate obstacles and proactively remove barriers to delivery.

• Drive accountability and ensure timely execution across all workstreams.

Outcome & Benefits Realization

• Define and monitor program success metrics and business outcomes.

• Use data and analytics to identify opportunities, inform decision-making, and measure impact.

Stakeholder & Change Leadership

• Build strong partnerships across all levels of the organization.

• Influence stakeholders without direct authority to achieve alignment and execution.

• Present program status, risks, decisions, and recommendations to executive leadership.

Qualifications

Required

• Bachelor's Degree or equivalent combination of education and experience.

• 8+ years of program or project management experience leading complex, cross-functional initiatives.

• Experience managing multiple large-scale programs simultaneously across business and technology functions.

• Strong understanding of technology platforms, systems integration, software delivery, data management, and enterprise applications.

• Exceptional communication, presentation, facilitation, and executive engagement skills.

• Strong analytical, problem-solving, and decision-making capabilities.

Preferred

• Experience in Service Operations, Customer Experience, CRM, Contact Center, Work Force Management, or Enterprise Operations environments.

• Experience with cloud-based platforms and enterprise technology implementations.

• Experience with Agile, Scrum, or hybrid delivery methodologies.

• Experience leading enterprise-scale change management initiatives.

• PMP, PgMP, Agile, Lean, or related certifications.

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